Sr. Workforce Capacity Planning Analyst

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks. 

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey.

Position Summary

As a Fintech company where customer experience (CX) is an integral function, our success relies highly on effective workforce analytics, capacity planning, and staffing for our large-scale 24x7 Customer Care operation. 

We are looking for an enthusiastic senior workforce analyst with experience in a high volume, multi-site, contact center environment to own demand forecasting, staffing, and capacity planning. The ideal candidate has previous contact center workforce management experience, is highly analytical and detail-oriented, loves challenges and managing complex issues, and is comfortable with mathematical modeling and quantitative analysis. 

This role has a requirement to work Monday through Friday during U.S. daytime hours.

What You’ll Do:

• Manage performance from a Workforce Management (WFM) perspective including contact volume forecasting and planning across all channels and queues 
• Create detailed capacity plans that align workforce management with expected demand across various time frames (short-term, medium-term, and long-term)
• Continuously refine the models underpinning demand and capacity forecasts
• Create and maintain operational workforce metrics reporting and dashboards 
• Analyze historical data to identify trends, patterns, and insights
• Identify and drive improvement opportunities based on operational analyses
• Establish and monitor key performance indicators related to workforce productivity, service levels, and resource utilization
• Lead and/or participate in weekly calls with our BPO partners, WF teams, and Finance team

What We’re Looking For:

• 6+ years proven experience in a workforce management environment and/or analyst role
• 2+ years experience using a WFM software (Assembled, Verint, or Nice)
• Bachelor's degree or equivalent experience in business, engineering, analytics, statistics, or related field
• Proficient in SQL
• Proven knowledge of Python
• Strong knowledge of Microsoft Excel and Google Suite
• Experience with Periscope or Tableau a plus
• Excellent verbal, written and interpersonal communication skills with the ability to work effectively with individuals at all levels
• Strong project planning and/or program management skills 
• Detail oriented with good organization and time management skills
• Ability to gather and analyze statistical data and generate reports
• Strong technical skills with demonstrated ability to present analysis and insights to non-technical colleagues that drive critical insights and decision making
• Hands-on, action-oriented style with the ability to roll up your sleeves and dig into the data
• Demonstrable ability to operate mostly independently
• Thrives when working in a fast-paced, constantly evolving environment with ambiguity and challenging problems to solve

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant.