Mercury - Senior Workforce Strategist
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Requirements
• 8+ years of workforce management experience, including direct ownership of forecasting, scheduling, and intraday for contact center or operations teams at scale (300+ FTE). • 8+ years • Demonstrated experience running WFM across multiple sites and multiple vendors/BPOs simultaneously. • multiple sites and multiple vendors/BPOs • Strong command of WFM fundamentals: Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management. • Track record of partnering with Finance to tie capacity models to budget and P&L outcomes. • partnering with Finance • Experience working across lines of business with different service profiles (e.g., transactional Risk work alongside conversational CS and Sales). • Strong analytical skills; proficient in SQL and comfortable building models and dashboards from raw data. • Proven ability to operate in ambiguity and stand up new operating rhythms without waiting for perfect tools or data. • Hands-on experience with Assembled (strongly preferred), or comparable modern WFM platforms. • Assembled • Experience in fintech, banking, or regulated operations environments. • fintech, banking, or regulated operations • Experience designing pooling and cross-skilling strategies in a multi-LOB contact center. • pooling and cross-skilling • Background that includes both internal operations WFM and external BPO oversight. • Startup or high-growth environment experience; comfort building from a blank page. • Program management experience working cross-functionally with Finance, Product, and Risk leadership. • The total rewards package at Mercury includes base salary, equity (stock options), and benefits. • Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. • Our target new hire base salary ranges for this role are the following: • US employees: $200,700-$250,900 • Canadian employees (any location): CAD $189,700- $237,100
Responsibilities
• Unified Workforce Ownership. Serve as the single accountable WFM owner across BPO partners and Banking Operations' internal headcount. Run forecasting, scheduling, intraday, and cross-site/cross-vendor balancing to hit utilization and SLA targets. • Unified Workforce Ownership. • Forecasting & Capacity Planning. Build and maintain volume forecasts, headcount plans, and scenario models across channels (Onboarding, CS, Sales, Risk). Own shrinkage, occupancy, staffing windows, and long-range capacity scenarios. • Forecasting & Capacity Planning. • Routing & Queue Configuration. Own multi-skill routing and queue configuration across vendors and tiers. Design pooling and cross-skilling strategies that let work shift dynamically with demand. • Routing & Queue Configuration. • Cross-Site & Cross-Vendor Balancing. Prevent the pattern where one site misses SLA while another sits idle. Build the operating cadence and tooling to move work in real time. • Cross-Site & Cross-Vendor Balancing. • Finance Partnership. Partner directly with Strategic Finance so modeled capacity ties cleanly to the P&L — closing the gap between planned and realized cost avoidance. Own the reconciliation. • Finance Partnership. • Performance Infrastructure. Build the dashboards, operating reviews, and accountability loops that make forecast accuracy, adherence, and occupancy legible to leadership and vendors alike. • Performance Infrastructure. • Tier Mix & Vendor Strategy Input. Feed vendor comparability and unit-economics data into Vendor Strategy's decisions on Tier 1 / Tier 2 mix, site footprint, and contract terms. • Tier Mix & Vendor Strategy Input.
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