Forecasting Analyst

Job Description

Figure is seeking a highly analytical and detail-oriented Workforce Management Analyst specializing in scheduling and real-time adherence (RTA) to join their team. Figure is a financial technology firm operating at the intersection of regulation and transformation.This role involves optimizing workforce schedules and ensuring efficient resource allocation to meet service-level objectives. The analyst's expertise in telephony systems will be crucial in providing insights and recommendations for process improvements related to call routing and handling for the Customer Operations team.What Role Involves:

• 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:

• 1-3 years of WFM experience in a contact center (preferably with 100+ agents)
• A solid understanding of NICE/IEX WFM software and reporting
• Readily adaptable to a fast-paced, evolving start-up environment
• Knowledge of the financial services regulatory environment (preferred)
• Has a results-driven mindset by approaching tasks with urgency and efficiency to meet deadlines and deliver exceptional outcomes while responding to new information quickly
• Maintains a focused, self-motivated, and reliable work approach with the ability to work independently
• 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 workloads and circumstances effectively

What Role 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