Workforce Management Analyst II

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops). 

Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And we’re backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly. 

We’re also proud to have received recognition from the fintech world. Awards we’ve won include: 

• 2023 Best Consumer Lending Program by Tearsheet
• 2023 Best Point of Sale Product by Fintech Breakthrough
• 2022 Best Consumer Lending Solution by Finovate
• 2022 Best Emerging Lending Platform by Lendit (now Fintech Nexus)

But what you’ll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 for financial services and 36 for SaaS companies.)

As a result of our efforts in building this healthy company culture, we’ve been nominated to several Great Places to Work lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

Like any startup, we’re in it for the long haul, and we’re looking for people willing to join our journey of building something special together. 

This process starts with our company values, which guide us in everything we do — and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:

• Put customers first (that’s our M.O.)
• Act fast (leverage our startup environment).
• Lead the way (show and tell).
• Take ownership (everyone is hands-on here).
• Be a good human (no egos, build financial products that do right by people).

Learn more about our values here. 

The Role

As a Workforce Management Analyst at Wisetack, you will be at the heart of our Customer Support and Loan Servicing & Collections teams. You’ll ensure our teams are efficiently scheduled and perform at their best, while also driving strategic initiatives to scale our operations. Additionally, you will collaborate with data engineers and dashboard analysts to build and refine reporting tools that provide actionable insights to our leadership team. As a fast-growing startup, you’ll enter a dynamic fintech contact center environment that’s always got something new happening, unique challenges to think through, and professional growth opportunities.

Responsibilities

• Intraday Management: Monitor and manage agent efficiency and schedule adherence. Make real-time adjustments to meet business needs and maintain target service levels.
• Capacity Planning: Forecast contact volumes across various channels (voice, email, SMS, chat, collections dialer) and plan staffing to align with anticipated demand.
• Scheduling: Develop and manage schedules to adhere to SLAs. Implement ad-hoc schedule changes as required by evolving business conditions.
• Performance Analysis: Analyze key metrics such as contact volume, abandon rate, average speed of answer (ASA), average handle time (AHT), adherence, occupancy, and utilization to drive improvements and optimize performance. Perform deep-dive analyses to answer questions deliver insights on the root causes of issues and make recommendations on how to best monitor and solve them.
• Strategic Initiatives: Partner with Operation Leaders to strategize and implement initiatives that enhance scalability and operational efficiency.
• Platform Management: Oversee and manage the Assembled Workforce Management platform and the vendor relationship, ensuring it operates smoothly and meets business needs.
• Reporting and Analytics: Collaborate with data engineering and dashboard analysts to support, design, and enhance reporting tools. To provide performance trends and insights to senior management and stakeholders.

Technical Support: Assist the Customer Support team with technical troubleshooting and provide solutions for product customer-related issues.

Requirements

• Bachelor's degree in math, economics, statistics, engineering, computer science, or other quantitative field.
• 2+ years of experience in workforce management within customer support or loan servicing environments.
• Your analytical skills are strong, with a deep understanding of performance metrics and capacity planning.
• You’re proficient in using workforce management tools and have a talent for troubleshooting technical issues. Assembled experience is a plus but not required.
• You’re and Excel/Google sheet wiz who has experience summarizing data and even dabbled in scrappy reporting.
• You have experience writing, running, and editing SQL queries.
• You excel in communication and thrive in a dynamic, fast-paced environment.
• You have a solid understanding of contact center metrics and best practices.
• Experience working with data engineers and dashboard analysts to develop and refine reporting is a plus.

Bonus points

• Fintech experience 

Conclusion

The range of base salary for the position is between $62,500.00 - $87,500.00, plus equity, and benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level and competencies.

Spend a little time on our About Us page and check out our Press page and our blog for more. If you think this might be a fit, we’d love to hear from you!