Manager, Workforce Management

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 fast paced, dedicated and detail-oriented individual to lead the Workforce Management Group, in the Customer Support Center, as a Workforce Management (WFM) Manager.

The primary focus of this role is to lead and oversee the WFM team, ensuring the smooth and efficient operation of our workforce management processes.

This includes managing scheduling activities, ensuring forecasting accuracy, and facilitating effective communication between team members.

The WFM Manager plays a critical role in aligning workforce strategies with business objectives, driving operational efficiency, and improving service delivery.

Our mission is to foster a creative, team-oriented, and supportive environment where everyone can excel. Every day at Figure is a journey of continuous learning and impactful work.

Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!

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 office at least 3 days a week.

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!

For CO, NY, CA, and WA residents, the salary range is $73,040 - $91,300 with up to a 25% Bonus and Equity. Actual compensation may vary based on individual candidate experience and location.

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and Prospective Employee Privacy Notice for further information.

By submitting your application, you are agreeing and acknowledging that 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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