Remote Workforce Management Analyst II

Summary

Join Wisetack as a Workforce Management Analyst and play a pivotal role in optimizing our Customer Support and Loan Servicing & Collections teams. You will ensure efficient scheduling, drive strategic initiatives to scale operations, and collaborate with data engineers to refine reporting tools. This dynamic fintech environment offers unique challenges and professional growth opportunities. You will monitor agent efficiency, forecast contact volumes, develop schedules, analyze key performance metrics, and implement initiatives to enhance scalability. The role requires strong analytical skills, proficiency in workforce management tools, and experience with SQL. Wisetack offers a competitive salary, equity, and benefits.

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
• You’re and 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

Responsibilities

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

Preferred Qualifications

• Assembled experience is a plus but not required
• Experience working with data engineers and dashboard analysts to develop and refine reporting is a plus
• Fintech experience

Benefits

• Equity
• Benefits