Senior Workforce Management Analyst

Figure is looking for a Sr Workforce Management Analyst to build and own workforce planning for our highly rated customer operations team scaling fast. This role will perform various functions, including overseeing all aspects of workforce optimization; planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free and continuous workflow project for the organization.

If you are driven by the energy of a startup and love customer operations and analytics, this could be a great opportunity for you!

Here’s what you’ll do

• Build and own capacity planning models and workforce management including call forecasting and agent scheduling for the customer operations teams ensuring SLAs are met
• Be the Five9 workforce subject-matter expert
• Play a key role in the scaling of Figure including other operation teams that will be created as we scale our product offerings
• Be the lead for data collection from Five9 and other systems including in house
• Responsible for reporting data management activities around employee scheduling and forecasts
• Create and continuously improve processes and increase the efficiency of operations by recommending changes and best practices
• Contribute to capacity planning for call volumes as well as productivity
• Product reporting and data to the leadership team to make data driven decisions on growth and headcount
• Help to oversee the timecard process, addressing inaccuracies and making adjustments as needed to total hours worked and any time off (leave) an employee has recorded in system

What we look for:

• BA/BS Degree preferred in Business or related field; equivalent work within a call center operations environment
• 8+ years including 2+ years in leading a workforce management function including call volume and productivity analysis
• Proven experience in forecasting, planning, and scheduling customer service calls, contacts and staff volumes ensuring optimal team performance
• Proven ability to summarize, visualize, and present data in an insightful and efficient manner including key call center metrics - expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA
• Previous experience with benchmarking and trending
• Proficient with Microsoft Excel and Office, in order to store data, create reports, produce schedules, and perform other tasks as well as GSuite
• Strong analytical skills essential for reviewing information, analyzing data, and making appropriate recommendations for improvement
• Strong communication skills to ensure employees are kept informed of developments effectively, and to ensure all appropriate staff are aware of issues (Proactively address issues)
• Self-starter/Teamwork mindset to work independently, as well as function effectively as a member of a team
• Ability to thrive in a startup environment; work effectively in a fast-paced, high pressure, environment, as well as adapt to rapid changes in information, process, direction, or immediate workflow

Benefits To You

• Competitive salary based on experience and skills
• Firm-wide bonus target
• Competitive stock options package as an early member of the team
• A flexible paid time off and vacation policy
• Comprehensive health, vision, dental insurance
• Company FSA, 401k, commuter benefits
• And much more to come!

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.