About the company
About Figure Figure is transforming the trillion dollar financial services industry using blockchain technology. In three short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!
Job Summary
What You’ll Do
📍Assume and own the responsibility for call center metrics, goals and lead a team of seasoned WFM Analysts in forecasting, scheduling, support, and real-time adherence. 📍Provide excellent leadership abilities and enhance the collaboration between the WFM team and other departments to ensure alignment and operational excellence by optimizing workforce allocation and effectiveness across all operational areas. 📍Drive the development and execution of a comprehensive workforce strategy & roadmap aligned with enterprise business objectives. 📍Partner with other business leaders to assess future capability needs, identify skill gaps, and provide recommendations to enhance and optimize the workforce. Drive implementation across various functions. 📍Optimize workforce scheduling and real-time adherence processes to meet service level agreements (SLAs). 📍Collaborate with key Business Partners to ensure workforce strategies support broader organizational goals. 📍Provide strategic recommendations based on workforce analytics to improve service delivery and customer satisfaction. 📍Foster a culture of fast paced data-driven decision-making throughout the organization by leveraging advanced analytics, predictive modeling, and data visualization. 📍Provide executive leaders with accurate, timely, and actionable insights to support strategic decisions related to resource management, capability builds and workforce optimization.
What We Look For
📍5+ years of experience in workforce management, with a strong focus on scheduling, forecasting, and real-time adherence in a contact center environment with 2+ years of leadership experience in managing and developing high-performing WFM teams 📍Proficiency in data analysis and the use of advanced analytics to drive business decisions. 📍Expertise in workforce management software (e.g., NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems). 📍Strong strategic and analytical thinking skills, with the ability to translate data insights into actionable workforce strategies. 📍Excellent interpersonal and communication skills, with the ability to build strong relationships with teams and stakeholders at all levels. 📍Ability to maintain and follow Hybrid policy and commute to the officeat least 3 days a week.
