Remote - Workforce Support Analyst

We’re looking for talented professionals, anywhere in the United States, to join us in bringing smart money management and payment solutions to everyone’s fingertips.

At Green Dot, we are evolving to a new and permanent “Work from Anywhere” model designed to maximize the benefits of remote work, promote and enable a strong culture of performance and connectedness, and attract the best and brightest talent who align with our entrepreneurial spirit and mission.

JOB DESCRIPTION

Job Overview:

The Workforce Support Analyst will play a critical role in comprehending the intricate details of Green Dot’s diverse business lines. This position is tasked with creating accurate short and long-term forecasts for both existing and new lines of business, optimizing schedules using our workforce tools, ensuring scheduling compliance, monitoring real-time operations, and working to achieve organizational goals.

Key Responsibilities:

• Forecasting:

  • Own and communicate the global staff planning plan across multiple vendor relationships by developing short-term volume and headcount forecasts, incorporating seasonality adjustments.

  • Leverage cross-company data to produce contact volume forecasts for various lines of business and workgroups, forming the basis for accurate interval headcount plans.

  • Continuously update forecasting models to maintain high accuracy as the business evolves.

  • Project manage changes to the forecast with proactive insight of key business metrics in a timely manner to ensure successful execution, completion and enhance performance.

  • Ownership of WFM system to ensure assumptions are correct and being delivered to vendors

• Workforce/Staff Planning:

  • Define short-term strategies and address immediate workforce needs using volume forecasts to create interval-level staff plans.

  • Coordinate with field workforce teams and Operations counterparts to ensure required headcount is delivered.

  • Monitor upcoming periods for staffing gaps and proactively engage stakeholders to fill open slots before production weeks start.

  • Collaborate closely with external partners for comprehensive call analysis.

  • Monitor vendor adherence to staffing expectations and collaborate with vendors to provide feedback.

• Expense Management:

  • Review Statements of Work (SOWs) and ensure invoice accuracy as part of the financial workflow.

  • Ensure the application of all appropriate discounts and incentives.

• Trend Analysis and Reporting:

  • Prepare and present timely and accurate reports to key stakeholders, including internal departments and external partners.

  • Extensive experience working with multiple data sources and combining relevant information to generate insights and present action plans based on findings.

  • Produce and review monthly reports with stakeholders to keep all parties informed about future business performance.

• Operational Excellence:

  • Cultivate close working relationships with peers in the Operations Team to support day-to-day business operations and produce accurate volume and headcount forecasts.

  • Identify and implement key metrics to measure the success of the overall Workforce Management (WFM) operation, including forecasting, planning, real-time adherence (RTA), and budgeting.

Qualifications:

• Education: Bachelor’s degree preferred; Master’s degree is a plus.

• Experience: Minimum of 10+ years in a forecasting/planning WFM role, handling multiple communication channels (phone, chat, social, email, etc.) across multiple operational sites.

• Skills:

  • Proven ability to manage multiple projects and meet deadlines.

  • Effective communication skills at all levels, both internally and externally.

  • Expertise in real-time adherence (RTA) management.

  • Proficiency with enterprise WFM systems (e.g., Avaya, Aspect, Twilio) in forecasting, planning, RTA, and scheduling functions.

  • Solid understanding of contact center operations and/or management.

  • Hands-on experience with contact center workflow and phone queue management.

  • Strong analytical skills resulting in sound decisions, solutions, and recommendations.

  • Excellent customer service, follow-up, and organizational skills.

  • Stay updated with industry standards, monitor best practices, and implement changes as necessary.

POSITION TYPE

Regular

PAY RANGE

The targeted base salary for this position is $61,700 to $94,200 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.