Workforce Management Analyst – Contractor

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Yesterday

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

🧐 Business Analyst

🦅 H1B Visa Sponsor

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Novo

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Fintech • B2B • Banking

Novo is a fintech company offering a range of banking services tailored for small businesses, freelancers, self-employed individuals, and consultants. Known for its user-friendly platform, Novo provides tools such as business banking accounts, credit cards, funding solutions, and bookkeeping with AI-powered transaction categorization. Novo integrates with top business tools and provides resources to help customers manage budgets, invoices, and financial insights. Offering secure, seamless banking services, Novo partners with banks like Middlesex Federal Savings to provide FDIC-insured deposit accounts.

201 - 500 employees

Founded 2016

💳 Fintech

🤝 B2B

🏦 Banking

💰 $35M Series B on 2022-11

📋 Description

• Optimize operations by ensuring the right staffing in place to achieve service levels goals and scale. • Leverage expertise in forecasting, scheduling and real-time analysis to enhance efficiency and create great agent and customer experiences. • Help shape our WFM function from the ground up and scale workforce planning for customer experience teams. • Evaluate and implement a new WFM tool and focus on agent performance, efficiency, cost and customer experience.

🎯 Requirements

• A minimum of 2+ years of experience in a Workforce Management role within a contact center environment. • Advanced proficiency in Microsoft Excel and/or Google Sheets is essential for data manipulation, analysis, and reporting. • Strong data analysis and problem-solving abilities with a keen eye for detail and the capacity to translate data into actionable insights. • Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to diverse audiences. • Proven ability to make sound, data-driven decisions under pressure and in a fast-paced environment. • A solid understanding of core WFM principles, including capacity planning, forecasting methodologies, scheduling techniques, and real-time management across multiple channels.

🏖️ Benefits

• Positive, inclusive, supportive culture cheering you on your journey • Learning and development budgets to help you grow and bond with your team