Workforce Management Forecasting Analyst

Figure; Dallas (TX); Hybrid; USD 52,000 - 65,000; Full time

Job summary

Figure Technology Solutions, Inc. is seeking a seasoned Workforce Management professional to lead forecasting and capacity planning for a busy contact center. This hybrid role can be based in Charlotte, Reno, or Irving.

You will analyze historical data, forecast volume trends, and ensure staffing aligns with SLAs using NICE WFM and ACD/IVR systems. Strong Excel/Sheets skills and cross-functional collaboration are required.

Qualifications

• 5+ years of experience in WFM forecasting and capacity planning in a contact center.
• Strong knowledge of NICE WFM software and telephony systems (ACD/IVR).
• Excellent Excel or Google Sheets skills for organizing and analyzing data.
• Able to work independently, build cross-functional relationships, and stay focused.

Responsibilities

• Lead data gathering and analysis for forecasting historical performance, volume trends, and seasonality.
• Identify deviations from planned staffing levels and service targets.
• Assess forecasting variances and align with business objectives and SLAs.
• Provide insights to improve operational efficiency and service delivery.
• Act as SME in advanced forecasting techniques and tools to ensure forecast accuracy.
• Conduct regular capacity planning to ensure staffing meets demand and SLAs.

Skills

Forecasting & capacity planning

Data analysis

Cross-functional collaboration

Tools

NICE

ACD/IVR systems

Excel

Google Sheets

Job description

About Figure

Figure Technology Solutions, Inc. (Nasdaq: FIGR; OPEN: FGRS) is the leading blockchain-native capital marketplace for the origination, funding, sale and trading of tokenized assets. More than 480 partners use its loan origination system and capital marketplace. Collectively, Figure and its partners have originated over $30 billion of loans to date, among other products. The fastest growing components are Figure Connect, its credit marketplace, and Democratized Prime, Figure’s on-chain lend-borrow marketplace. Figure’s ecosystem also includes DART (Digital Asset Registry Technology) for asset custody and lien perfection, and $YLDS, a yield-bearing stablecoin registered with the SEC as a security under the Securities Act of 1933. Figure is the market leader in real-world asset (RWA) tokenization. The company has received triple‑A ratings from S&P and Moody’s on multiple loan securitizations, the first of its kind for blockchain finance. We’re proud to be recognized as one of Forbes’ Top 50 Fintech Companies and CNBC’s World’s Top Fintech Companies.

What You’ll Do

• 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.

This is a hybrid role based that can be based out of our Charlotte, NC; Reno, NV or Irving, TX office

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.

Salary

• Base Compensation Range: $51,920 - $64,900/yr
• 25% annual bonus target, paid quarterly

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.

Benefits

• 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 and acknowledging that 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.