Intraday Workforce Analyst (Fintech)

TL;DR

Intraday Workforce Analyst (Fintech): Managing and optimizing real-time staffing and operational efficiency for Customer Success teams with an accent on workload forecasting and service level attainment. Focus on driving SLA attainment, developing performance dashboards, and dynamically adjusting staffing to meet fluctuating intraday demand.

Location: Remote (United States)

Salary: $70,000 – $85,000

Company

A high-growth fintech company dedicated to providing accessible retirement benefits for small and medium-sized businesses.

What you will do

• Create daily, weekly, and monthly workload volume forecasts to guide staffing.
• Manage real-time staffing, monitor phone/chat queues, and ensure SLA attainment.
• Develop and maintain performance dashboards and reports for leadership to identify bottlenecks.
• Coordinate employee schedules, shift bidding, and overtime needs based on volume trends.
• Analyze volume data and propose actionable recommendations to improve operational efficiency.

Requirements

• 1-3 years of experience in a workforce management (WFM) role.
• Strong analytical skills and advanced data proficiency.
• Deep understanding of forecasting and capacity planning concepts.
• Experience using dedicated workforce management software.
• Must be based in the United States.

Nice to have

• Experience with Salesforce or SQL.
• Comfort with statistical concepts like Erlang C, Shrinkage, and Occupancy.
• Prior experience in the Finance or Retirement industries.
• Exposure to project coordination or change management.

Culture & Benefits

• Employer-matched 401(k) plan (dollar-for-dollar up to 4%).
• Comprehensive health, dental, and vision insurance.
• Monthly work-from-home and quarterly lifestyle stipends.
• Competitive paid time off and parental leave.
• Mental health support via Lyra and fertility benefits via Carrot.