Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience.
It's hard to believe that it's 2024 and paying rent on time is expensive, inflexible, and difficult.
We're here to change that!
Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget.
Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing.
Will you be a part of the team?
About the role
We are seeking a dynamic and experienced Workforce Analytics Manager to join our team.
This role is crucial in supporting the daily operations of our Customer Service and Success teams by delivering accurate forecasting, scheduling, real-time management, and operational reporting.
You will serve as a key liaison with our external BPO partners and internal departments to ensure optimal resourcing and adherence to operational KPIs.
What you'll do
Forecasting and Staffing:
Collaborate with Product and Operations teams to create accurate contact volume forecasts and determine staffing needs for the Customer Service and Success teams.
Produce long, medium, and short-range staffing forecasts based on operational KPIs and budgetary requirements.
Work with BPO partner WFM teams to develop efficient agent schedules to meet forecasted demand.
Analysis and Reporting:
Conduct "what if" analyses and scenario planning to anticipate and mitigate resource shortfalls or overages.
Lead the design and preparation of operational reports for management and senior leadership.
Utilize enterprise reporting tools to visualize data from multiple sources.
Operational Coordination:
Prepare daily, weekly, monthly, quarterly, and annual statistical reports for operations teams using data from various databases.
Coordinate with BPO RTA staff to optimize interval staffing needs during periods of high volume.
Manage system updates for agent rostering, including moves, adds, and changes.
Experience:
5-7 years of experience in call center operations, with 3-5 years in a leadership capacity.
5-7 years of workforce management experience, with an emphasis on planning and modeling.
Technical Skills:
Proficiency with WFM applications and scheduling software.
Expertise in Excel and other reporting software.
Analytical and Communication Skills:
Strong verbal and written communication skills.
Ability to analyze, interpret, visualize, and report data clearly to various audiences.
Proven ability to develop, implement, and manage workforce planning and scheduling in a multi-channel environment.
Personal Attributes:
Strong attention to detail with strategic thinking and planning skills.
Ability to work collaboratively across teams and manage multiple projects simultaneously.
Demonstrated problem-solving abilities and a proactive approach to identifying and addressing challenges.
The national pay range for this role is $120,000-$140,000 in base salary.
Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks.
Life at Flex:
We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self-aware people to grow a successful company.
Our HQ is located in New York City, but we have employees located throughout the US, Australia, and South America.
We are growing quickly, but deliberately, with a focus on building an inclusive culture.
Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.
We offer many employee benefits.
For full-time, U.S. based employees we offer:
Competitive pay
100% company-paid medical, dental, and vision
401(k) + company stock options
Unlimited paid time off with a PTO minimum + 13 company paid holidays
Parental leave
Flex Cares Program: Non-profit company match + pet adoption coverage
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