About Us
We are a leading player in revolutionizing the financial services sector through cutting-edge blockchain technology. Over the past six years, we've introduced numerous industry-firsts utilizing the Provenance blockchain across various financial domains, from loan origination to equity management. Today, we stand proudly as one of the world's unicorns, committed to bringing speed, efficiency, and savings to both consumers and institutions.
Our mission thrives on fostering a creative, collaborative, and supportive environment where every individual can thrive. We're a team of driven, innovative, and curious minds passionate about pioneering groundbreaking technologies. We cherish those who bring an entrepreneurial spirit to their work and embrace our culture of innovation.
At our core, every day is an opportunity for continuous learning, coupled with a steadfast dedication to impactful work. Join our team of seasoned leaders who've already generated billions in value within the FinTech landscape!
About the Role
We're on the lookout for a dedicated and detail-oriented individual to join our workforce management team as a WFM Support Analyst. In this role, you'll play a pivotal part in ensuring the seamless operation of our workforce management processes, supporting both our scheduling and forecasting analysts. Your responsibilities will include aiding in scheduling activities, facilitating effective communication among team members, and contributing to forecasting tasks.
Responsibilities
- Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs).
- Identify and address deviations from planned staffing levels and service targets.
- Assist in creating and maintaining employee schedules, ensuring alignment with business needs and regulatory requirements.
- Manage scheduling tools and software, including data entry, updates, and troubleshooting.
- Support the gathering and analysis of data for forecasting purposes, ensuring accuracy and relevance to business objectives.
- Assist in preparing staffing forecasts, maintaining databases, and documenting standard operating procedures (SOPs).
- Identify opportunities for process improvement within the WFM department and aid in implementing solutions to enhance efficiency.
Requirements
- 2+ years of experience in WFM functions, particularly in scheduling and Real-Time Adherence (RTA) within a contact center environment.
- Proficiency in workforce management software (e.g., Calabrio, Verint, NICE) and telephony systems.
- Strong Excel skills and ability to organize/analyze data effectively.
- Self-motivated, reliable, and able to work independently while maintaining focus on tasks.
- Excellent interpersonal skills with the ability to build rapport and trust across teams and levels.
- Positive attitude and adaptability to changing workloads and circumstances.
- Familiarity with financial services regulatory environment.
Benefits and Perks
- Competitive salary and opportunities for growth.
- Quarterly performance-based bonus.
- Equity stock options package.
- Comprehensive health, vision, dental insurance, and wellness program.
- Life and disability insurance coverage.
- HSA, FSA, Dependent Care, 401k, and commuter benefits.
- Up to 12 weeks paid family leave.
- Flexible work location options (in-office, remote, or hybrid).
- Home office and technology stipend for remote workers.
- Flexible time-off plan.
- Continuing education reimbursement.
- Routine team swag deliveries!
For residents of CO, NY, CA, and WA: Salary range for this position is $51,920 - $64,900/year with a 25% Bonus Target and Equity. Actual compensation may vary based on individual candidate experience and location.
Note: Figure does not sponsor work visas for this position. All hires must verify identity and eligibility to work in the United States.
Employment Type: Full-Time
Salary: $ 40,000.00 140,000.00 Per Year
