Workforce Management Analyst II

December 21

Apply Now

Receive Emails with Similar Jobs

Wisetack

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

🤝 B2B

💸 Finance

💰 $45M Series B on 2021-09

Description

• At the heart of Customer Support and Loan Servicing & Collections teams. • Ensure teams are efficiently scheduled and perform at their best. • Drive strategic initiatives to scale operations. • Collaborate with data engineers and dashboard analysts to build and refine reporting tools. • Enter a dynamic fintech contact center environment with unique challenges and professional growth opportunities. • Monitor and manage agent efficiency and schedule adherence in real-time. • Forecast contact volumes across various channels and plan staffing accordingly. • Develop and manage schedules to adhere to SLAs, making ad-hoc changes as required. • Analyze key metrics to drive improvements and optimize performance. • Partner with Operation Leaders to strategize and implement initiatives for scalability. • Oversee and manage the Assembled Workforce Management platform and vendor relationship. • Collaborate to support, design, and enhance reporting tools for management insights. • Assist Customer Support with technical troubleshooting and provide solutions for product 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. • Your analytical skills are strong, with a deep understanding of performance metrics and capacity planning. • You’re proficient in using workforce management tools and have a talent for troubleshooting technical issues. Assembled experience is a plus but not required. • You’re and Excel/Google sheet wiz who has experience summarizing data and even dabbled in scrappy reporting. • You have experience writing, running, and editing SQL queries. • You excel in communication and thrive in a dynamic, fast-paced environment. • You have a solid understanding of contact center metrics and best practices. • Experience working with data engineers and dashboard analysts to develop and refine reporting is a plus. • Fintech experience

Benefits

• salary range is between $62,500.00 - $87,500.00, plus equity, and benefits