Workforce Management, Forecasting Analyst

at  Figure

ABOUT FIGURE

Figure is revolutionizing financial services with its disruptive, scaled, and rapidly expanding technology platform. By capitalizing on the loan origination activities on its platform and extensive network of partners, Figure is poised to deliver and scale new products that enhance efficiency and transparency in the industry. Through the integration of cutting-edge technology, Figure’s platform fosters more transparent and efficient capital markets, bolstered by the growing pool of assets originated on its platform. This transformational journey is fueled by a dedicated team at Figure, characterized by their drive, innovation, collaboration, and passion for building from scratch. 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 financial technology space.
FastCo Most Innovative Companies
Forbes Top 50 Blockchain Companies

ABOUT THE ROLE

We are seeking a dedicated and detail-oriented individual to join our workforce management team as a Workforce Management Forecasting Analyst. The primary focus of this role is to provide comprehensive support to both the Workforce Management Scheduling Analysts and the Workforce Management Real-Time Analysts. The Workforce Management Forecasting Analyst plays a critical role in ensuring the smooth and efficient operation of our workforce management processes by assisting with forecasting and capacity planning, and facilitating effective communication between team members.
Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. 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!

WHAT YOU’LL DO

• Utilize workforce management tools to monitor real-time adherence to schedules, service level agreements (SLAs), and create and monitor forecasting analysis.
• Identify and address any deviations from planned staffing levels and service targets.
• Make adjustments to staffing allocations to optimize resource utilization and meet service goals.
• Proactively anticipate and respond to fluctuations in contact volume and staffing requirements.
• Analyze 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.
• Collaborate with management and support teams to resolve issues promptly and minimize impact on service delivery.