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
📍Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs). 📍Identify and address any deviations from planned staffing levels and service targets. 📍Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals. 📍Proactively anticipate and respond to fluctuations in contact volume and staffing requirements throughout the day. 📍Coordinate with operations and support teams to implement intraday schedule adjustments as needed. 📍Communicate effectively with team members and stakeholders to ensure seamless execution of intraday changes. 📍Analyze real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement. 📍Generate and distribute real-time and daily performance reports to key stakeholders. 📍Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery. 📍Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions. 📍Collaborate with management and support teams to resolve issues promptly and minimize impact on service delivery.
What We Look For
📍2+ years of experience in performing WFM functions (specifically scheduling and RTA) in a contact center environment required 📍Strong knowledge and experience with workforce management software (Calabrio, Verint, NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems such as Avaya, CISCO, or Twilio Flex) 📍Good working knowledge of Excel, and the ability to organize/analyze data in a structured manner 📍Focused, self-motivated, and reliable with the ability to stay focused on a task and work independently 📍Ability to build rapport and trust with teams cross-functionally and across all levels 📍Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization 📍Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly 📍Knowledge of the financial services regulatory environment
