Workforce Management, Real-Time Adherence

Job Description

Figure is seeking a Workforce Management Analyst to specialize in scheduling and real-time adherence. The ideal candidate will optimize workforce schedules and ensure efficient resource allocation. They will also provide insights and recommendations for process improvements related to call routing and handling for the Customer Operations team.Figure is a financial technology firm that is helping homeowners tap their liquidity easily, efficiently and reasonably.What this role involves:

• Utilizing workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs).
• Identifying and addressing any deviations from planned staffing levels and service targets.
• Making real-time adjustments to staffing allocations to optimize resource utilization and meet service goals.
• Proactively anticipating and responding to fluctuations in contact volume and staffing requirements throughout the day.
• Coordinating with operations and support teams to implement intraday schedule adjustments as needed.
• Communicating effectively with team members and stakeholders to ensure seamless execution of intraday changes.
• Analyzing real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement.
• Generating and distributing real-time and daily performance reports to key stakeholders.
• Providing insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
• Acting as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions.
• Collaborating 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 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.

What Figure offers:

• Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Employer-funded life and disability insurance coverage
• 11 observed holidays & accrued PTO plan
• Up to 12 weeks paid family leave
• Continuing education reimbursement