The Role
Own end-to-end workforce management for in-house and BPO contact centers: forecasting, capacity planning, scheduling, real-time ops, analytics, staffing strategy, BPO governance, WFM tool optimization, and cross-functional workforce planning to meet service level and cost targets.
Summary Generated by Built In
Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. We proudly serve more than 6 million parents and kids with our award-winning banking app for families. With Greenlight, parents can automate allowance, manage chores, set flexible spend controls, and invest for their family’s future. Kids and teens learn to earn, save, spend wisely, and invest.
At Greenlight, we believe every child should have the opportunity to become financially healthy and happy. It’s no small task, and that’s why we leap out of bed every morning to come to work. Because creating a better, brighter future for the next generation depends on it.
The Workforce Management Associate is responsible for ensuring Greenlight’s Customer Support organization across both in-house and BPO contact centers is staffed efficiently and cost effectively to meet customer demand across all channels. This role partners closely with Data, People Ops, and Customer Service leadership to align workforce capacity with business priorities.
This role owns the end-to-end contact forecast and workforce strategy, spanning short-term execution and long-term planning, and is accountable for forecasting accuracy, real-time performance, and staffing outcomes. The ideal candidate combines strong analytical rigor with hands-on execution and thrives in fast-paced, high-growth environments.
What You Will Be Doing:
- 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, ensuring accuracy across all channels and time zones.
- Lead short-term and long-term workforce planning, including intraday and weekly execution, mid-term staffing plans, and longer-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, including interval level servicing analysis, staffing optimization modeling, and forecast development projects to drive data-backed staffing decisions.
- Lead real-time operations, including intraday monitoring, schedule adherence, and same-day mitigation of service level risks.
- Develop and execute staffing strategies across internal teams and BPO partners to meet service level and cost per contact targets.
- Own BPO workforce governance, including staffing alignment, delivery against plan, 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, including service level, ASA, FRT, shrinkage, AHT, occupancy, and cost per contact.
- Deliver clear, actionable insights through weekly and monthly operational updates, surfacing trends, risks, and recommendations.
- Partner cross-functionally with Product, Marketing, Data, and People Ops to ensure workforce plans reflect upcoming initiatives and changing demand drivers.
- Identify and implement continuous improvement initiatives to increase staffing efficiency, agent utilization, and overall operational effectiveness.
- Lead capacity planning discussions and regular operating cadences with internal stakeholders and external BPO partners.
What You Should Bring:
- 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.
- Strong communication and stakeholder management skills, with the ability to influence and drive decisions.
- Experience in fintech or other highly regulated, high-growth environments is preferred.
Greenlight provides a competitive compensation package with a market-based approach to pay and will vary depending on your location, experience and skill set. The total compensation package for this position will also include a discretionary performance bonus, equity rewards, medical benefits, 401K match, and more. Greenlight conducts continuous compensation evaluations across departments and geographies to ensure we are keeping our pay current and competitive.
The estimated base pay range for this position in (NY, CA, WA): $70,000 - $103,500
The estimated base pay range for this position in (CO): $70,000 - $90,000
Who we are:
It takes a special team to aim for a never-been-done-before mission like ours. We’re looking for people who love working together because they know it makes us stronger, people who look to others and ask, “How can I help?” and then “How can we make this even better?” If you’re ready to roll up your sleeves and help create a world where every child grows up to be happy and healthy in money and life, apply to join our team.
Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant based on age, race, color, national origin, gender, gender identity or expression, sexual orientation, religion, physical or mental disability, medical condition (including pregnancy, childbirth, or a medical condition related to pregnancy or childbirth), genetic information, marital status, veteran status, or any other characteristic protected by federal, state or local law.
Greenlight is committed to an inclusive work environment and interview experience. If you require reasonable accommodations to participate in our hiring process, please reach out to your recruiter directly or email [email protected].
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The Company
What We Do
Greenlight is a debit card and money app for families. Our mission is to shine a light on the world of money for families and empower parents to raise financially-smart kids.
Millions of parents and kids use Greenlight to earn, save, spend wisely, give and invest. Parents can set flexible spend controls, manage chores, automate allowances and invest for their kids’ futures.
The Greenlight team calls Atlanta home, but we have team members across the country. We’re pet enthusiasts, PTA presidents, fantasy football champs, kickball-mates and volunteer dance teachers. We’re backed by Drive Capital, JP Morgan Chase, Wells Fargo, TTV Capital, Relay Ventures, NEA, Amazon, Ally Financial, SunTrust Bank and Synchrony Financial. We were picked for CB Insights’ Fintech 250.
