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Workforce Management Analyst - Remote

Posted 15 weeks ago
Customer Service
Full Time
Worldwide
$62,500.00 - $87,500.00/year

Overview

As a Workforce Management Analyst at Wisetack, you will be at the heart of our Customer Support and Loan Servicing & Collections teams. You’ll ensure our teams are efficiently scheduled and perform at their best, while also driving strategic initiatives to scale our operations.

In Short

  • Monitor and manage agent efficiency and schedule adherence.
  • Forecast contact volumes across various channels.
  • Develop and manage schedules to adhere to SLAs.
  • Analyze key metrics to drive improvements.
  • Partner with Operation Leaders for strategic initiatives.
  • Oversee and manage the Assembled Workforce Management platform.
  • Collaborate with data engineering for reporting tools.
  • Assist the Customer Support team with technical troubleshooting.

Requirements

  • Bachelor's degree in a quantitative field.
  • 2+ years of experience in workforce management.
  • Strong analytical skills with understanding of performance metrics.
  • Proficient in workforce management tools.
  • Experience with SQL queries.
  • Excellent communication skills.
  • Understanding of contact center metrics.

Benefits

  • Competitive salary range.
  • Equity options.
  • Comprehensive benefits package.
Wisetack logo

Wisetack

Wisetack is a fintech startup founded in 2018, dedicated to creating transparent and user-friendly consumer lending products that empower service-based businesses, such as HVAC companies, veterinarians, and auto repair shops. With a leadership team hailing from top fintech firms and backed by prominent venture capitalists, Wisetack has successfully raised $84 million to enhance its technology and expand partnerships. The company has received multiple awards for its innovative lending solutions and boasts a high Net Promoter Score (NPS) of 79, reflecting strong customer satisfaction. Wisetack is committed to fostering a positive company culture, as evidenced by its nominations for various 'Great Places to Work' lists, and emphasizes core values that prioritize customer focus, speed, leadership, ownership, and integrity.

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