Greenlight Financial Technology - Workforce Management Associate

• Own end-to-end workforce management for all in-house and BPO contact centers, including forecasting, capacity planning, scheduling, real-time management, and performance reporting. • Serve as the single owner of the contact forecast, ensuring accuracy across all channels and time zones. • Lead short-term and long-term workforce planning, including intraday and weekly execution, mid-term staffing plans, and longer-range capacity and headcount strategy. • Build and maintain forecasts that account for seasonality, growth, product launches, marketing campaigns, and operational initiatives. • Conduct detailed workforce analytics, including interval level servicing analysis, staffing optimization modeling, and forecast development projects to drive data-backed staffing decisions. • Lead real-time operations, including intraday monitoring, schedule adherence, and same-day mitigation of service level risks. • Develop and execute staffing strategies across internal teams and BPO partners to meet service level and cost per contact targets. • Own BPO workforce governance, including staffing alignment, delivery against plan, billable hours tracking, and invoice validation. • Optimize and evolve WFM tools and processes to improve forecasting accuracy, scheduling effectiveness, and operational visibility. • Monitor and optimize workforce efficiency and cost metrics, including service level, ASA, FRT, shrinkage, AHT, occupancy, and cost per contact. • Deliver clear, actionable insights through weekly and monthly operational updates, surfacing trends, risks, and recommendations. • Partner cross-functionally with Product, Marketing, Data, and People Ops to ensure workforce plans reflect upcoming initiatives and changing demand drivers. • Identify and implement continuous improvement initiatives to increase staffing efficiency, agent utilization, and overall operational effectiveness. • Lead capacity planning discussions and regular operating cadences with internal stakeholders and external BPO partners. • What You Should Bring: • 5+ years of workforce management experience supporting customer support or contact center operations in an omnichannel environment. • Proven ownership of contact forecasting and capacity planning across both in-house and BPO teams. • Experience optimizing and administering WFM tools and systems to support forecasting, scheduling, and real-time operations. • Strong experience managing offshore or third-party BPO partners, including staffing delivery and cost control. • Advanced analytical skills with the ability to translate data into clear, actionable insights. • Strong communication and stakeholder management skills, with the ability to influence and drive decisions. • Experience in fintech or other highly regulated, high-growth environments is preferred. • Greenlight provides a competitive compensation package with a market-based approach to pay and will vary depending on your location, experience and skill set. The total compensation package for this position will also include a discretionary performance bonus, equity rewards, medical benefits, 401K match, and more. Greenlight conducts continuous compensation evaluations across departments and geographies to ensure we are keeping our pay current and competitive. • The estimated base pay range for this position in (NY, CA, WA): $70,000 - $103,500 • The estimated base pay range for this position in (CO): $70,000 - $90,000