Associate, Workforce Management (Fintech)

TL;DR

Associate, Workforce Management (Fintech): Supporting hirify.global Operations by generating and maintaining schedules and monitoring real-time service level performance and attainment with an accent on optimizing schedule assignments and reacting to service-impacting events. Focus on analyzing interval-level requirements, managing off-line activities, and creating and adjusting short-term forecasts to align with business objectives.

Location: Remote (USA)

Salary: $59,200 - $88,800 USD

Company

hirify.global is a leading tech-enabled digital finance platform providing financial products and services for everyday Americans.

What you will do

• Generate and maintain schedules, monitor real-time adherence, and react to service-impacting events to optimize agent utilization.
• Manage off-line activities like meetings, training, and coaching, and coordinate shift bidding and time off requests.
• Monitor real-time intraday performance, including call volumes, queues, and agent adherence, escalating variances and risks.
• Create, analyze, and adjust short-term forecasts to align with business objectives and staffing needs.
• Produce standard and ad-hoc reports on key metrics such as service level, occupancy, shrinkage, and forecast variance.
• Contribute to the adoption of WFM best practices and support the development of capacity plans.

Requirements

• Minimum of 3 years of experience in a Workforce Management role as a RTA or Analyst.
• Minimum 1 year of experience in a contact center environment.
• Proven strong interpersonal and communication skills to effectively interact with diverse constituencies.
• Solid problem-solving, time management, and multitasking abilities.
• Strong analytical skills to identify trends and patterns in data.
• Solid understanding of queue moderation routing, skilling systems, and methodologies.

Nice to have

• NICE WFM (IEX) scheduling system experience is preferred.

Culture & Benefits

• Flexible, remote work environment.
• 401(k) matching program.
• Generous paid time off.
• Medical, dental, and vision coverage.
• Tuition reimbursement.
• Access to DoorDash DashPass, Figo pet insurance, Rocket Lawyer, and LinkedIn Learning.
• Fringe lifestyle benefits platform allowing employees to choose rewards.