Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
Act as a subject matter expert (SME) in advanced forecasting techniques, models, and tools, ensuring forecast accuracy and reliability.
Conduct regular capacity planning to ensure that staffing levels meet business demands and service level agreements (SLAs).
Document standard operating procedures (SOPs), guidelines, and best practices related to scheduling, forecasting, and capacity planning.
Identify opportunities for process improvement within the WFM department and assist in implementing solutions to enhance efficiency and effectiveness.
Address volume discrepancies and trends, call arrival pattern deviations, and proactive forecasting practices to ensure successful operations.
Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
This is a hybrid role based that can be based out of our Charlotte, NC; Reno, NV or Irving, TX office
What We Look For
5+ years of experience in performing WFM functions (specifically forecasting and capacity planning) 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)
Strong SQL and data mining skills
Excellent working knowledge of Excel or Google Sheets, 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
Adhere to all company security policies and data handling procedures.
Complete mandatory security awareness training within required timeframes.
Promptly report any suspected security incidents or suspicious activity to the Security team.
Salary
Base Compensation: $64,900/yr
25% annual bonus target, paid quarterly
This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate’s experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.
Benefits
Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
Employer-paid life and disability insurance
11 observed holidays and PTO plan
Up to 12 weeks of paid family leave
Continuing education reimbursement
Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information. By submitting your application, you are agreeing and acknowledging that you have read and understand the above notice.
Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
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