Remote Workforce Management Analyst II

Summary

Join Wisetack as a Workforce Management Analyst and contribute to the growth of our customer support and loan servicing teams. As a key member of our operations team, you will be responsible for ensuring efficient scheduling and performance of our teams, while also driving strategic initiatives to scale our operations.

Requirements

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

Responsibilities

• Monitor and manage agent efficiency and schedule adherence
• Forecast contact volumes across various channels (voice, email, SMS, chat, collections dialer) and plan staffing to align with anticipated demand
• Develop and manage schedules to adhere to SLAs. Implement ad-hoc schedule changes as required by evolving business conditions
• 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
• Partner with Operation Leaders to strategize and implement initiatives that enhance scalability and operational efficiency
• Oversee and manage the Assembled Workforce Management platform and the vendor relationship, ensuring it operates smoothly and meets business needs
• 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
• Assist the Customer Support team with technical troubleshooting and provide solutions for product customer-related issues

Benefits

• Base salary range: $62,500.00 - $87,500.00
• Equity