39 applicants

Company

Wisetack · 7 hours ago

Workforce Management Analyst II

Remote, USA

Full-time

Remote

Entry, Mid Level

$62K/yr - $88K/yr

2+ years exp

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Financial ServicesFinTech

H1B Sponsor Likely

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Responsibilities

Intraday Management: Monitor and manage agent efficiency and schedule adherence. Make real-time adjustments to meet business needs and maintain target service levels.

Capacity Planning: Forecast contact volumes across various channels (voice, email, SMS, chat, collections dialer) and plan staffing to align with anticipated demand.

Scheduling: Develop and manage schedules to adhere to SLAs. Implement ad-hoc schedule changes as required by evolving business conditions.

Performance Analysis: Analyze key metrics such as contact volume, abandon rate, average speed of answer (ASA), average handle time (AHT), adherence, occupancy, and utilization to drive improvements and optimize performance. Perform deep-dive analyses to answer questions deliver insights on the root causes of issues and make recommendations on how to best monitor and solve them.

Strategic Initiatives: Partner with Operation Leaders to strategize and implement initiatives that enhance scalability and operational efficiency.

Platform Management: Oversee and manage the Assembled Workforce Management platform and the vendor relationship, ensuring it operates smoothly and meets business needs.

Reporting and Analytics: Collaborate with data engineering and dashboard analysts to support, design, and enhance reporting tools. To provide performance trends and insights to senior management and stakeholders.

Technical Support: Assist the Customer Support team with technical troubleshooting and provide solutions for product customer-related issues.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce ManagementPerformance MetricsCapacity PlanningSQLExcel/Google SheetsContact Center MetricsReporting ToolsData AnalysisAssembled PlatformTechnical TroubleshootingFintech Experience

Required

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 an 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.

Preferred

Experience working with data engineers and dashboard analysts to develop and refine reporting is a plus.

Fintech experience.

Company

Wisetack

Point of sale lending for in-person services

Founded in 2018

San Francisco, California, USA

51-200 employees

https://www.wisetack.com/

H1B Sponsorship

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Trends of Total Sponsorships

2023 (1)

2022 (1)