Workforce Manager

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture. 

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

Come join our team as we develop new ways to improve the lives of working Americans.

The Workforce Manager at Branch will be responsible for optimizing staffing, ensuring schedule adherence, and enhancing operational efficiency across our Tier 1 and Tier 2 end-user support teams, including dispute intake channels via phone and chat. This individual will be the primary administrator and subject matter expert for Zendesk WFM (formerly Tymeshift), playing a pivotal role in driving workforce management best practices throughout the department. 

Key Responsibilities:

• Manage workforce scheduling and staffing optimization for Branch’s BPO and internal teams.
• Provide supportive guidance to internal team managers on how to best leverage WFM for their group
• Collaborate with the Training and Documentation team to develop and update workforce management training materials and resources.
• Monitor real-time adherence to schedules and proactively address staffing issues to ensure SLAs are consistently met.
• Serve as the primary point of contact and expert user for Zendesk WFM, leveraging the tool's capabilities to forecast, schedule, and analyze workforce performance.
• Develop, implement, and continuously refine workforce planning processes and standards.
• Work closely with BPO and internal leadership to evaluate and improve WFM coverage and performance
• Produce regular reporting on adherence, utilization, and staffing levels to inform leadership decisions.
• Identify and escalate potential risks related to staffing, scheduling, or adherence proactively.
• Partner with operations leadership to support strategic planning and staffing models aligned with anticipated growth and evolving business needs.
• Onboard and offboard team members in WFM systems

Qualifications:

• 3+ years of experience in workforce management within a customer support or BPO environment.
• Demonstrated expertise with workforce management software; prior experience with Zendesk WFM (formerly Tymeshift) strongly preferred.
• Strong analytical skills with the ability to interpret complex data and translate insights into actionable recommendations.
• Exceptional organizational skills, attention to detail, and the ability to handle multiple priorities effectively.
• Proven ability to build strong relationships and communicate clearly with diverse stakeholders.
• Experience in forecasting, scheduling, real-time management, and reporting within a high-volume customer support environment.

Preferred Skills:

• Certification or formal training in workforce management methodologies or related analytics.
• Proficiency in data visualization tools and advanced Excel functions.
• Familiarity with Zendesk Support suite.
• Experience in fintech environments, with specific knowledge of financial services or banking operations preferred.
• Knowledge or prior experience with dispute resolution processes is a plus.

Compensation:
The base compensation range for this role is 65-85k.  The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicants’ specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ bonus/ equity or benefits.

Benefits: 

• Branch-paid medical, dental, and vision insurance 
• Remote-first (domestic USA)
• Equity
• 401k
• Flexible time off
• Paid company holidays
• Paid parental leave (eligible after 6 months of employment)

Working at Branch:

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.  Learn more about what we do in this video!

Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.