About Figure
Figure is maximizing the value of homeownership in ways that benefit consumers and the industry alike. We’re helping homeowners tap their liquidity easily, efficiently and reasonably for purpose-driven, significant expenditures – everything from dream home renovations and debt consolidation to small business formation.
In seven years, we’ve become the country’s #1 non-bank HELOC lender. As a financial technology firm operating at the intersection of regulation and transformation, we’re a “unicorn” – a group of fewer than 1000 companies globally that is valued at $1B or more and has been in operation for less than ten years.
Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. We are motivated, innovative, collaborative, and curious. We value individuals who bring a problem-solving mindset to every task. Every day at Figure is a journey in continuous learning combined with a focus on getting work done that makes a difference. Join us!
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Figure Series D Announcement
About the Role
We are seeking a highly analytical and detail-oriented Workforce Management Analyst specializing in scheduling and real-time adherence (RTA) to join our team. In this role, you will be responsible for optimizing workforce schedules and ensuring efficient resource allocation to meet service-level objectives. Your expertise in telephony systems will also be crucial in providing insights and recommendations for process improvements related to call routing and handling for our Customer Operations team.
What You’ll Do
- Utilize workforce management tools to monitor real-time adherence to schedules and service level agreements (SLAs).
- Identify and address any deviations from planned staffing levels and service targets.
- Make real-time adjustments to staffing allocations to optimize resource utilization and meet service goals.
- Proactively anticipate and respond to fluctuations in contact volume and staffing requirements throughout the day.
- Coordinate with operations and support teams to implement intraday schedule adjustments as needed.
- Communicate effectively with team members and stakeholders to ensure seamless execution of intraday changes.
- Analyze real-time performance metrics, such as average handle time (AHT), occupancy, and adherence, to identify trends and areas for improvement.
- Generate and distribute real-time and daily performance reports to key stakeholders.
- Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
- Act as a point of contact for escalations related to real-time staffing issues, system failures, or other operational disruptions.
- Collaborate with management and support teams to resolve issues promptly and minimize impact on service delivery.
What We Look For
- 1-3 years of WFM experience in a contact center (preferably with 100+ agents)
- A solid understanding of NICE/IEX WFM software and reporting
- Readily adaptable to a fast-paced, evolving start-up environment
- Knowledge of the financial services regulatory environment
- Has a results-driven mindset by approaching tasks with urgency and efficiency to meet deadlines and deliver exceptional outcomes while responding to new information quickly
- Maintains a focused, self-motivated, and reliable work approach with the ability to work independently
- 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 workloads and circumstances effectively
Salary
- Compensation Range: $51,900 - $64,900
- Quarterly 25% Bonus Target
- Equity Stock Options Package
- This is the compensation range for the United States, actual compensation may vary based on individual candidate experience, location, or evolving business needs
Benefits
- Comprehensive health, vision, and dental insurance with 100% employer-paid premiums for employees and their dependents on select plans
- Company HSA, FSA, Dependent Care, 401k, and commuter benefits
- Employer-funded life and disability insurance coverage
- 11 observed holidays & accrued PTO plan
- Up to 12 weeks 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 Prospective Employee 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.
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Top Skills
What We Do
Figure has applied blockchain technology across a series of real-world applications that are delivering real and immediate value to everyday consumers across sectors, including loan origination, private company cap table and fund management, security markets and payments. Figure has and continues to develop innovative products and services that seek to bypass traditional incumbents within the financial services industry.
Simply put, Figure is delivering on the promise of blockchain technology. Over $15B in transactions have been conducted on the Provenance Blockchain, a layer 1 designed for financial services, built and deployed by Figure.
As one of the first lenders to fully use blockchain technology, Figure is driving adoption across the lending ecosystem and providing stakeholders the benefit of an immutable record of asset ownership on the Provenance Blockchain. Figure’s HELOC product has enabled over 85,000 households across 45 states to unlock a combined $6 billion in equity from their homes. These lines of credit give people the opportunity to fund home improvement projects, secondary education, and more.
Figure is a regulatory powerhouse, boasting over 200 lending, servicing and money transmission licenses, SEC approval as an Alternative Trading System, and FINRA approved broker-dealer status. While some fintech companies aim to compete with traditional banks, Figure has stuck to expanding use cases for blockchain in finance and creating tech-enabled solutions for deep financial change in the markets. The company's iterative approach to product development has helped it to meet the evolving needs of its customers.
Why Work With Us
Figure creates tech-enabled, cutting-edge solutions for deep financial change, meeting the evolving needs of its customers. As the only firm leveraging blockchain technology to create real-world applications and immediate value to everyday consumers, Figure is effectively bridging the gap between the digital asset and traditional finance spaces.
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