Workforce Management and Scheduling Expert

4 weeks ago


Charlotte, North Carolina, United States Figure Full time

At Figure, we're revolutionizing financial services with our innovative technology platform. Our flagship product is the top-ranked non-bank HELOC in America.

We're a fast-growing company of 450+ people who have originated $11+ billion in loan volume. We offer a competitive compensation package and excellent benefits.

This role involves optimizing workforce schedules and ensuring efficient resource allocation to meet service-level objectives. You'll be responsible for utilizing 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.

You'll analyze real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement. This role requires strong analytical skills and attention to detail.

What You'll Do
  • Analyze data to optimize workforce schedules and improve service delivery.
  • Communicate effectively with team members and stakeholders to ensure seamless execution of intraday changes.
  • Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.

This is a challenging role that requires a highly analytical and detail-oriented individual with experience in performing WFM functions (specifically scheduling and RTA) in a contact center environment.

The salary range for this position is $51,900 - $64,900 per year, with quarterly bonuses and an equity stock options package. We also offer comprehensive health insurance, retirement plans, and paid family leave.



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