Workforce Management Analyst

Figure is transforming the trillion-dollar financial services industry using blockchain technology. In four short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency, and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space! Figure has been recognized by Forbes as one of America’s Best Startup Employers and a Top 50 Blockchain Company.

Introduction

Figure is seeking a Workforce Management Analyst to join their growing Customer Operations team. This role focuses on real-time monitoring of phone queues, scheduling, and managing last-minute requests within a fast-growth startup environment.

Responsibilities

• Provide real-time monitoring using available tools and WFM techniques to make intra-day adjustments for maximizing resource efficiency and achieving service level goals.
• Perform continuous analysis of current performance and conduct real-time re-forecasting to adjust staffing plans and coordinate with Operations teams.
• Generate and evaluate staffing schedules, ensuring data updates in the scheduling system.
• Maintain constant communication with Operations teams for staffing adjustments based on current and forecasted results.
• Manage requests received via email inbox.
• Collaborate with leadership on resource allocation, volume impacts, abandonment rates, and other key metrics.
• Support ad-hoc analytical and operations-related projects.

Requirements

• 2+ years of experience in performing WFM functions, specifically real-time management, in a contact center environment.
• Experience with Workforce Management software (e.g., IEX, Calabrio, Verint).
• Good working knowledge of Excel and ability to organize/analyze data in a structured manner.
• Focused, self-motivated, and reliable with the ability to stay focused on tasks and work independently.
• Ability to build rapport and trust cross-functionally and across all organizational levels.
• Positive attitude with excellent interpersonal skills to interact and build solid working relationships.
• Ability to work in a team environment, adapt to changing workloads, and respond quickly to new information.
• Knowledge of the financial services regulatory environment.
• Ability to thrive in a fast-paced startup company.

Benefits

• Competitive salary and growth opportunities.
• Company quarterly performance-based bonus.
• Equity stock options package.
• Employer-funded comprehensive health, vision, dental insurance, and wellness program.
• Employer-funded life and disability insurance coverage.
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits.
• Up to 12 weeks paid family leave.
• In-office, remote, and hybrid work location options.
• Home office and technology stipend for those working remotely more than 75% of the time.
• Flexible time-off plan.
• Continuing education reimbursement.
• Routine team swag deliveries.

About Company

Figure is a unicorn company transforming the financial services industry with blockchain technology. In just four years, Figure has launched numerous fintech innovations using the Provenance blockchain for loan origination, equity management, private fund services, banking, and payments, aiming to bring speed, efficiency, and savings to consumers and institutions. The company values a creative, team-oriented, and supportive environment, composed of driven, innovative, collaborative, and curious individuals who embrace an entrepreneurial mindset. Figure has been recognized by Forbes as one of America’s Best Startup Employers and a Top 50 Blockchain Company.

How to Apply

Figure will not sponsor work visas for this position. All hires must verify identity and eligibility to work in the United States and complete required employment eligibility verification forms upon hire. Interested candidates should apply through the provided link.