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Workforce Management Associate

1 month ago
United States
Full-time
Senior
Operations Analyst
Customer and Technical Support
Apply Now
Greenlight

Greenlight

Greenlight is a financial technology company offering a debit card and money app for families, empowering parents to raise financially smart kids through smart spending and investing.

Capital Markets
251-1K
Founded 2014
$556M raised
View All Jobs

Description

  • Own end-to-end workforce management for all in-house and BPO contact centers, including forecasting, capacity planning, scheduling, real-time management, and performance reporting.
  • Serve as the single owner of the contact forecast across all channels and time zones, ensuring forecast accuracy.
  • Lead short-, mid-, and long-term workforce planning, including intraday and weekly execution, mid-term staffing plans, and long-range capacity and headcount strategy.
  • Build and maintain forecasts that account for seasonality, growth, product launches, marketing campaigns, and operational initiatives.
  • Conduct detailed workforce analytics and staffing optimization modeling to drive data-backed staffing decisions and forecast development.
  • Lead real-time operations including intraday monitoring, schedule adherence, and same-day mitigation of service-level risks.
  • Develop and execute staffing strategies and governance with internal teams and BPO partners to meet service level and cost-per-contact targets, including billable hours tracking and invoice validation.
  • Optimize and evolve WFM tools and processes to improve forecasting accuracy, scheduling effectiveness, and operational visibility.
  • Monitor and optimize workforce efficiency and cost metrics (service level, ASA, FRT, shrinkage, AHT, occupancy, cost per contact) and deliver weekly/monthly operational insights, trends, risks, and recommendations.
  • Partner cross-functionally with Product, Marketing, Data, and People Ops and lead capacity planning discussions and operating cadences with internal stakeholders and external BPO partners.

Requirements

  • 5+ years of workforce management experience supporting customer support or contact center operations in an omnichannel environment.
  • Proven ownership of contact forecasting and capacity planning across both in-house and BPO teams.
  • Experience optimizing and administering WFM tools and systems to support forecasting, scheduling, and real-time operations.
  • Strong experience managing offshore or third-party BPO partners, including staffing delivery and cost control.
  • Advanced analytical skills with the ability to translate data into clear, actionable insights and perform interval-level servicing analysis and staffing optimization modeling.
  • Strong communication and stakeholder management skills with the ability to influence and drive decisions.
  • Experience in fintech or other highly regulated, high-growth environments (preferred).
  • Familiarity with workforce metrics and KPIs such as service level, ASA, FRT, shrinkage, AHT, occupancy, and cost per contact (preferred).

Benefits

  • Competitive, market-based salary (estimated base pay ranges: NY/CA/WA $70,000–$103,500; CO $70,000–$90,000) that varies by location, experience, and skill set.
  • Discretionary performance bonus.
  • Equity rewards.
  • Medical benefits.
  • 401(k) match.
  • Remote-friendly work arrangement and continuous compensation evaluations to keep pay current and competitive.

Interested in this position?

Apply directly on the company website

Apply Now

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