Workforce Operations Analyst
About The Position
We’re looking for a Workforce Operations Analyst to join our growing Member Experience and Risk Operations team in New York. You will be responsible for overseeing workforce management (WFM) and driving business analysis initiatives to optimize performance across Customer Support and Risk Operations. You will work closely with Member Experience, Risk Operations, and Product teams as well as being the bridge between our in-house teams and our BPO contact centers. Key focus areas will include maintaining SLA adherence, optimizing our staffing across queues and channels, and improving service delivery through data-driven insights. You will also collaborate with our Quality Assurance and Learning & Development leaders to identify trends, topics, and agents requiring supplemental support. Additional responsibilities include managing configuration and utilization of WFM & ticketing platforms to ensure our frontline staff have a seamless experience while assisting customers. You’re detail-oriented, collaborative, analytical, and someone who embraces feedback and continuous learning.
Requirements
- 1–3 years of experience in workforce management, support operations analytics, business analytics, or similar roles
- Familiarity with capacity planning including modeling staffing needs against service level targets
- Understand support operations metrics (SLAs, handle time, CSAT, deflection rates) and can connect them to business impact
- Strong data analysis skills, and ability to drive process improvements through structured problem-solving and root cause analysis
- Experience with workforce management platforms (NICE, Verint, Assembled, Playvox) and/or helpdesk ticketing systems (Zendesk, Salesforce Service Cloud, Intercom)
- Strong written and verbal communication skills
- High level of accountability, professionalism, and willingness to learn
- Demonstrated ability to collaborate with peers and ask for help when needed
- Comfortable working in a fast-paced environment and adapting quickly to change
- Organized, detail-oriented, and able to prioritize tasks effectively
- Customer-focused mindset with an interest in improving processes and user experience
Nice To Haves
- Fintech, payments, or high-growth startup experience
- Exposure to Risk, Fraud, or Disputes operations
- Experience supporting multi-site or distributed operations
Responsibilities
- Monitor and maintain service levels in real-time, identifying staffing adjustments as needed to ensure we’re meeting customer expectations
- Manage workforce capacity planning across multiple lines of business to meet service level targets and handle volume fluctuations
- Use historical trends, seasonality, product launches and agent performance to forecast staffing requirements
- Analyze demand drivers and report on key metrics (including customer satisfaction, support quality, and resolution time) to help the team address points of friction within our product experience
- Partner with our BPO vendors on capacity discussions, performance management, and process improvement
- Support queue management for frontline and back-office teams by collaborating on pathways to optimize our internal tools
- Collaborate with peers, ask questions to get unstuck, and support others within the function
- Prioritize tasks based on impact and team goals
- Complete assigned work within given timelines and adjust quickly to new information or changes in direction
Benefits
- Competitive salary
- Meaningful equity in the form of stock options
- 401(k) plan
- Discretionary performance bonus program
- Biannual performance reviews
- Medical, Dental and Vision premiums covered at 100% for you and your dependents
- Flexible time off and paid holidays
- Generous parental leave policy
- Commuter benefits
- Fitness benefits
- Healthcare and Dependent care FSA benefit
- Employee Assistance Programs focused on mental health
- Healthcare advocacy program for all employees
- Access to mental health apps
- Team building activities
- Our modern Chelsea-based office with open floor plan, stocked kitchen, and catered lunches
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
