Figure is hiring a

Web3 Workforce Management Analyst

About Figure

Figure is transforming the trillion dollar financial services industry using blockchain technology.

In four 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!

Forbes America’s Best Startup Employers

Forbes Top 50 Blockchain Companies

Figure Series D Announcement

About the Role

We’re looking for a Workforce Management Analyst to join our growing Customer Operations team in Reno, NV or Charlotte, NC! As a Workforce Management Analyst, you’ll be responsible for managing phone queues through real-time monitoring, as well as assisting with scheduling and any last-minute requests for our Customer Operations team. This is a great opportunity to join a growing team in a fast-growth startup!

What You’ll Do

• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in order to maximize resource efficiency and achieve service level goals/business objectives
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals
• Generate and evaluate staffing schedules, and ensure data updates in the scheduling system
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Maintain requests via our email inbox
• Work with leadership on resource allocation, impacts on volume, abandonment rates, and other metrics
• Support “ad-hoc” analytical and operations-related projects

What We Look For

• 2+ years of experience in performing WFM functions (specifically real-time management) in a contact center environment required
• Experience with Workforce Management software (IEX, Calabrio, Verint)
• 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
• Ability to thrive in a fast-paced startup company

Benefits and Perks

• Competitive salary and growth opportunities
• Company quarterly performance based bonus
• Equity stock options package
• Employer funded comprehensive health, vision, dental insurance and wellness program for employees and their dependents
• Employer funded life and disability insurance coverage
• Company HSA, FSA, Dependent Care, 401k, and commuter benefits
• Up to 12 weeks paid family leave
• In office, remote, and hybrid work location options
• Home office and technology stipend for those working outside of a traditional office more than 75% of the time
• Flexible time-off plan to empower employees to take the time off that they want and need
• Continuing education reimbursement
• Routine Team swag deliveries!

Depending on yourresidential locationcertain laws might regulate the way Figure manages applicant data.California Residents, please review ourCalifornia Employee and Prospective Employee Privacy Noticefor further information.By submitting your application, you are agreeing andacknowledgingthat you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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