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Workforce Management, Operations Analyst

2 months ago

Charlotte, North Carolina, United States Figure Full time
About Figure

Figure is a leading financial technology company that is revolutionizing the industry with its innovative, scalable, and rapidly expanding technology platform. By leveraging its loan origination activities and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the financial services sector.

Our platform integrates cutting-edge technology to foster more transparent and efficient capital markets, bolstered by the growing pool of assets originated on our platform. This transformational journey is driven 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.

Our Mission

At Figure, our mission is to create a creative, team-oriented, and supportive environment where everyone can do their absolute best. We believe in continuous learning and a daily focus on getting work done that makes a difference.

About the Role

We are seeking a dedicated and detail-oriented individual to join our workforce management team as a WFM Support Analyst. The primary focus of this role is to provide comprehensive support to both the WFM Scheduling Analysts and the WFM Forecasting Analysts.

The WFM Support Analyst plays a critical role in ensuring the smooth and efficient operation of our workforce management processes by assisting with scheduling activities, aiding in forecasting tasks, and facilitating effective communication between team members.

Key Responsibilities
  • 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.
  • Assist in the creation and maintenance of employee schedules, ensuring alignment with business needs and regulatory requirements.
  • Help manage scheduling tools and software, including data entry, updates, and troubleshooting as needed.
  • Support the gathering and analysis of data for forecasting purposes, including historical performance data, volume trends, and seasonality patterns.
  • Assist in the preparation of staffing forecasts, ensuring accuracy and relevance to business objectives.
  • Help maintain databases and systems used for forecasting and capacity planning activities.
  • Document standard operating procedures (SOPs), guidelines, and best practices related to scheduling, forecasting, and capacity planning.
  • Identify opportunities for process improvement within the WFM department and assist in implementing solutions to enhance efficiency and effectiveness.
Requirements
  • 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.