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Workforce Management Analyst, Real Time Adherence



Reno, NV, USA
Posted on Wednesday, May 15, 2024

About Figure

Figure is revolutionizing financial services with its disruptive, scaled, and rapidly expanding technology platform. By capitalizing on the loan origination activities on its platform and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the industry. Through the integration of cutting-edge technology, Figure’s platform fosters more transparent and efficient capital markets, bolstered by the growing pool of assets originated on its platform. This transformational journey is fueled by a dedicated team at Figure, characterized by their drive, innovation, collaboration, and passion for building from scratch. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation.

Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the financial technology space.

FastCo Most Innovative Companies

Forbes Top 50 Blockchain Companies

About the Role

We are seeking a highly analytical and detail-oriented Workforce Management Analyst with a specialization in scheduling and real-time adherence (RTA) to join our team. In this role, you will be responsible for optimizing workforce schedules and ensuring efficient resource allocation to meet service-level objectives. Your expertise in telephony systems will also be crucial in providing insights and recommendations for process improvements related to call routing and handling for our Customer Operations team.

What You’ll Do

  • Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs).
  • Identify and address any deviations from planned staffing levels and service targets.
  • Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals.
  • Proactively anticipate and respond to fluctuations in contact volume and staffing requirements throughout the day.
  • Coordinate with operations and support teams to implement intraday schedule adjustments as needed.
  • Communicate effectively with team members and stakeholders to ensure seamless execution of intraday changes.
  • Analyze real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement.
  • Generate and distribute real-time and daily performance reports to key stakeholders.
  • Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
  • Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions.
  • Collaborate with management and support teams to resolve issues promptly and minimize impact on service delivery.

What We Look For

  • 2+ years of experience in performing WFM functions (specifically scheduling and RTA) in a contact center environment required
  • Strong knowledge and experience with workforce management software (Calabrio, Verint, NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems such as Avaya, CISCO, or Twilio Flex)
  • Good working knowledge of Excel, and the ability to organize/analyze data in a structured manner
  • Focused, self-motivated, and reliable with the ability to stay focused on a task and work independently
  • Ability to build rapport and trust with teams cross-functionally and across all levels
  • Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
  • Knowledge of the financial services regulatory environment

Benefits and Perks

  • Competitive salary and growth opportunities
  • Company quarterly performance based bonus
  • Equity stock options package
  • Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
  • Employer funded life and disability insurance coverage
  • Company HSA, FSA, Dependent Care, 401k, and commuter benefits
  • Up to 12 weeks paid family leave
  • In office, remote, and hybrid work location options
  • Home office and technology stipend for those working outside of a traditional office more than 75% of the time
  • Flexible time-off plan to empower employees to take the time off that they want and need
  • Continuing education reimbursement
  • Routine Team swag deliveries!

For CO, NY, CA and WA residents, the salary range for this position is $51,920 - $64,900/year with a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and Prospective Employee Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.