Intraday Workforce Analyst

🕒 July 22

🇺🇸 United States – Remote

💵 $70k - $85k / year

⏰ Full Time

🟢 Junior

🧐 Analyst

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Human Interest

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

💸 Finance

💳 Fintech

💰 $200M Series D on 2021-08

Finance • Fintech

Human Interest is a company that provides affordable and full-service 401(k) and 403(b) retirement plans, primarily targeting small and medium-sized businesses. Founded in 2015, they aim to streamline the retirement planning process through seamless payroll integrations with over 500 leading payroll systems. The company emphasizes low-cost funds and zero transaction fees, and offers customizable retirement solutions to meet the diverse needs of employers and their employees. Human Interest also provides investment advisory services through its subsidiary, Human Interest Advisors LLC. Their goal is to make retirement benefits accessible to businesses of varying sizes, enhancing employee financial wellness and satisfaction.

📋 Description

• Create daily, weekly, and monthly forecasts of expected workload volumes. • Review and communicate overtime needs and staffing risks to leadership based on incoming volumes, starting tasks the day they are received/created, and not missing SLAs on any task. • Complete Customer Support weekly schedules including daily coverage for customer demand, as well as training and upskilling coverage, team huddles, etc. • Support schedule adjustment requests from associates throughout the day and communicate adjustment trends with leadership. • Complete trend analysis on volumes and propose actionable recommendations based on data to address operational needs. • Ensure all Customer Success teams and queues are appropriately staffed throughout the day, adjusting for sudden shifts in workload or changes in priorities. • Monitor phone, chat and case queue coverage to ensure customer wait times are limited and work is delegated effectively. • Coordinate proactive cross-team contingency support to maximize overall Customer Success staffing. • Ensure shift schedules align with incoming volume by day-part, and propose adjustments to shift times as needed based on customer demand. • Develop and maintain dashboards and reports for leadership, providing real-time insights into team performance, process bottlenecks, and operational metrics. • Drive Customer Success SLA attainment to meet company objectives. • Organize and execute shift bidding.

🎯 Requirements

• 1-3 years of experience in a workforce management role • Exceptional accuracy and attention to detail • Advanced data skills • Excellent analytical analysis • Exceptional research skills • Clear and concise communication • Understanding of forecasting and capacity planning concepts • Ability to thrive in a fast-pace and metrics-driven environment • Experience using workforce management software • Relationship building acumen • Nice to have • Experience with Salesforce • Experience with SQL • Comfort with statistical concepts like Erlang C, Shrinkage, and Occupancy • Experience with Finance/Retirement • Basic project coordination or change management exposure

🏖️ Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees • Top-of-the-line health plans, as well as dental and vision insurance • Competitive time off and parental leave • Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness • Lyra: Enhanced Mental Health Support for Employees and dependents • Carrot: Fertility healthcare and family forming benefits • Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt • Monthly work-from-home stipend; quarterly lifestyle stipend • Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.