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Workforce Management, Forecasting 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 and scalable technology platform. Our platform enables us to capitalize on loan origination activities and integrate cutting-edge technology to foster more transparent and efficient capital markets.

We are a team of driven and innovative professionals who are passionate about building from scratch and embracing a culture of innovation. We value individuals who bring an entrepreneurial mindset to every task and are committed to delivering exceptional results.

Job Summary

We are seeking a highly skilled Workforce Management Forecasting Analyst to join our workforce management team. The successful candidate will provide comprehensive support to our scheduling analysts and real-time analysts, ensuring the smooth and efficient operation of our workforce management processes.

Key Responsibilities
  • Utilize workforce management tools to monitor real-time adherence to schedules, service level agreements, and create and monitor forecasting analysis.
  • Identify and address any deviations from planned staffing levels and service targets.
  • Make adjustments to staffing allocations to optimize resource utilization and meet service goals.
  • Proactively anticipate and respond to fluctuations in contact volume and staffing requirements.
  • Analyze performance metrics, such as average handle time, 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.
  • Collaborate with management and support teams to resolve issues promptly and minimize impact on service delivery.
Requirements
  • 2+ years of experience in performing WFM functions (specifically in forecasting) 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.
What We Offer
  • 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.