Workforce Management, Real-Time Adherence

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!

Wealthfront Career-Launching Company 

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 (preferred)


• 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 

• 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

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.