Workforce Management Forecasting Analyst

Figure Lending; Charlotte (NC); On-site; USD 64,000 - 83,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Company equity in RSUs

HSA/FSA and commuter benefits

Paid time off and holidays

Job summary

Figure Lending in Charlotte, NC is seeking a Workforce Management Forecasting Analyst to lead data gathering and forecasting for staffing, volume trends, and seasonality in a contact center environment.

You will act as a SME in advanced forecasting techniques, ensure forecast accuracy, and conduct capacity planning to meet SLAs. Proficiency in Excel/Sheets and NICE WFM is essential; compensation includes base salary and RSUs.

Qualifications

• 5+ years of WFM forecasting and capacity planning in a contact center.
• Strong knowledge of NICE WFM software and telephony systems (ACD, IVR).
• Excel or Google Sheets proficiency and data organization.

Responsibilities

• Lead gathering and analysis of data for forecasting, including historical performance, volume trends, and seasonality.
• Identify and address deviations from planned staffing and service targets.
• Assess forecasting variances and align with business objectives to support decisions.
• Provide insights to drive operational efficiency and improve service delivery.
• Act as SME in advanced forecasting techniques, models, and tools to ensure forecast accuracy.
• Conduct regular capacity planning to meet business demands and SLAs.
• Document SOPs, guidelines, and best practices for scheduling, forecasting, and capacity planning.
• Identify opportunities for process improvements within the WFM department and implement solutions.
• Address volume discrepancies, call patterns, and proactive forecasting practices.

Skills

Forecasting & capacity planning

Cross-functional collaboration

Analytical thinking

Excel proficiency

Tools

NICE WFM

ACD/IVR knowledge

Excel or Google Sheets

Job description

Workforce Management Forecasting Analyst

About Figure

Figure (NASDAQ: FIGR) is transforming capital markets through blockchain. We’re proving that blockchain isn’t just theory - it’s powering real products used by hundreds of thousands of consumers and institutions.

By combining blockchain’s transparency and efficiency with AI-driven automation, we’ve reimagined how loans are originated, funded, and traded in secondary markets. From faster processing times to lower costs and reduced bias, our technology is helping borrowers, investors, and financial institutions achieve better outcomes.

Together with our 170+ partners, we’ve originated over $22 billion in home equity loans (HELOCs) on our blockchain-native platform, making Figure the largest non-bank provider of home equity financing in the U.S. Figure’s ecosystem also includes YLDS, an SEC-registered yield-bearing stablecoin that operates as a tokenized money market fund, and several other products and platforms that are reshaping consumer finance and capital markets.

• Lead the gathering and analysis of data for forecasting purposes, including historical performance data, volume trends, and seasonality patterns.
• Identify and address any deviations from planned staffing levels and service targets.
• Assess forecasting variances and align with business objectives and support strategic decision-making.
• Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
• Act as a subject matter expert (SME) in advanced forecasting techniques, models, and tools, ensuring forecast accuracy and reliability.
• Conduct regular capacity planning to ensure that staffing levels meet business demands and service level agreements (SLAs).
• Document standard operating procedures (SOPs), guidelines, and best practices related to scheduling, forecasting, and capacity planning.
• Identify opportunities for process improvement within the WFM department and assist in implementing solutions to enhance efficiency and effectiveness.
• Address volume discrepancies and trends, call arrival pattern deviations, and proactive forecasting practices to ensure successful operations.
• Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.

What We Look For

• 5+ years of experience in performing WFM functions (specifically forecasting and capacity planning) in a contact center environment required.
• Strong knowledge and experience with workforce management software (NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems.
• Excellent working knowledge of Excel or Google Sheets, and the ability to organize/analyze data in a structured manner
• Focused, self-motivated, and reliable with the ability to stay focused on a task and work independently
• Ability to build rapport and trust with teams cross-functionally and across all levels
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization
• Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly
• Knowledge of the financial services regulatory environment
• Ability to maintain and follow Hybrid policy and commutable distance to the office
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.
• Base Compensation Range: $64,000 - $82,500/yr
• Company equity in the form of RSUs

This is the compensation range for the role in the United States. Actual compensation may vary based on a candidate’s experience, skills, location, internal equity, and evolving business needs. While most offers are generally made within the middle of the range, final compensation is determined based on the factors above.

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

Depending on your residential location certain laws might regulate the way Figure manages applicant data. California Residents, please review our California Employee and General Workforce Privacy Notice for further information.By submitting your application, you are agreeing andacknowledgingthat you have read and understand the above notice.

Figure will not sponsor work visas for this position. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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