Workforce Management Analyst II

October 8

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Wisetack

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💰 $45M Series B on 2021-09

Description

• Since 2018, Wisetack has been building transparent and intuitive consumer lending products. • The role involves managing the Customer Support and Loan Servicing & Collections teams. • You'll drive strategic initiatives and collaborate on reporting tools with data engineers. • Key responsibilities include monitoring agent efficiency and capacity planning. • The position requires developing schedules to meet service level agreements. • Analyzing performance metrics and driving improvements is crucial for this role. • The ideal candidate will assist with technical support for customer-related issues.

Requirements

• Bachelor's degree in math, economics, statistics, engineering, computer science, or other quantitative field. • 2+ years of experience in workforce management within customer support or loan servicing environments. • Strong analytical skills with a deep understanding of performance metrics and capacity planning. • Proficient in using workforce management tools and capable of troubleshooting technical issues. • Experienced in summarizing data using Excel/Google Sheets. • Familiar with writing, running, and editing SQL queries. • Excellent communication skills with ability to thrive in a fast-paced environment. • Solid understanding of contact center metrics and best practices. • Experience collaborating with data engineers and dashboard analysts is a plus.

Benefits

• Equity benefits are included. • Additional benefits details may be found on the company website.