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Workforce Management, Real-Time Adherence

Workforce Management Analyst specializing in scheduling and real-time adherence.
Figure
Hybrid
On-Site
United States
USD 51,900 - 64,900
Job Description
Figure is seeking a Workforce Management Analyst to optimize workforce schedules and ensure efficient resource allocation. The analyst will play a crucial role in maintaining service levels and improving call routing for the Customer Operations team.Figure is a financial technology firm focused on maximizing the value of homeownership. The company values a creative, team-oriented, and supportive environment.What this role involves:
  • Utilizing workforce management tools to monitor real-time adherence to schedules and SLAs.
  • Making real-time adjustments to staffing allocations to optimize resource utilization.
  • Analyzing real-time performance metrics to identify trends and areas for improvement.
  • Acting as a point of contact for escalations related to real-time staffing issues.
What the candidate needs:
  • 1-3 years of WFM experience in a contact center (preferably with 100+ agents).
  • A solid understanding of NICE/IEX WFM software and reporting.
  • Knowledge of the financial services regulatory environment (preferred).
  • Ability to work in a team environment and adapt to changing workloads.
What this role offers:
  • Comprehensive health, vision, and dental insurance with 100% employer-paid premiums.
  • 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.
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Figure

Figure is a financial technology firm focused on maximizing the value of homeownership. The company operates at the intersection of regulation and technological transformation, offering homeowners efficient access to liquidity. Specializing as a non-bank HELOC lender, Figure develops financial models, analyzes key performance indicators relevant to fintech, and provides data-driven insights for strategic decision-making. Figure fosters a collaborative work environment, emphasizing continuous learning and impactful contributions.

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