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Salary: USD 64,000 - 82,500 / annual
Figure is a NASDAQ-listed fintech company transforming capital markets through blockchain technology. The company has originated over $22 billion in home equity loans on its blockchain-native platform and is recognized as the largest non-bank provider of home equity financing in the U.S. Figure combines blockchain's transparency with AI-driven automation to reimagine loan origination, funding, and secondary market trading.
As a Workforce Management Forecasting Analyst, you will lead data gathering and analysis for forecasting purposes, including historical performance data, volume trends, and seasonality patterns. You'll identify and address deviations from planned staffing levels and service targets, assess forecasting variances, and provide insights to drive operational efficiency and improve service delivery.
Key responsibilities include acting as a subject matter expert in advanced forecasting techniques and models, conducting regular capacity planning to ensure staffing meets business demands and SLAs, and documenting standard operating procedures related to scheduling and forecasting. You'll address volume discrepancies and trends, call arrival pattern deviations, and identify process improvement opportunities within the WFM department.
The role requires 5+ years of WFM experience in a contact center environment, with strong knowledge of workforce management software (NICE) and telephony systems. You'll need excellent Excel/Google Sheets skills, the ability to work independently and cross-functionally, and knowledge of the financial services regulatory environment. The position is hybrid with commutable distance to either the Reno or Charlotte office.
