Workforce Managment, Real Time Analyst
About Figure Figure is maximizing the value of homeownership in ways that benefit consumers and the industry alike. We’re helping homeowners tap their liquidity easily, efficiently and reasonably for purpose-driven, significant expenditures – everything from dream home renovations and debt consolidation to small business formation. In seven years, we’ve become the country’s #1 non-bank HELOC lender. As a financial technology firm operating at the intersection of regulation and transformation, we’re a “unicorn” – a group of fewer than 1000 companies globally that is valued at $1B or more and has been in operation for less than ten years. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. We are motivated, innovative, collaborative, and curious. We value individuals who bring a problem-solving mindset to every task. Every day at Figure is a journey in continuous learning combined with a focus on getting work done that makes a difference. Join us! Wealthfront Career-Launching Company Figure Series D Announcement
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 Support Center team. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. 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 FinTech space! 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 (NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems.
- 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.
- Ability to maintain and follow Hybrid policy and commutable distance to the office.
Salary
- Compe