🛠 Tech Stack

💼 About This Role

You'll build and maintain contact forecasts and translate forecasts into staffing plans for a leading family fintech company. You'll analyze customer support data to identify trends and drive operational efficiency.

🎯 What You'll Do

• Build and maintain contact forecasts across channels incorporating seasonality and growth trends
• Translate forecasts into staffing and capacity plans across in-house and BPO teams
• Monitor forecast accuracy and adjust assumptions based on performance and new data
• Analyze customer support data to identify trends and drivers of volume

📋 Requirements

• 3–6 years of experience in operations, analytics, customer support, or workforce management
• Strong analytical skills with Excel/Google Sheets required
• Experience working with data to build forecasts or operational insights
• Understanding of customer support operations and key metrics (volume, AHT, service levels)

✨ Nice to Have

• Familiarity with WFM or support tools (Assembled, Zendesk)
• Proficiency in SQL and data tools such as Snowflake, Tableau, or Looker
• Experience working with BPO or offshore teams

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💼 Traditional 401k with company match
• 👶 100% paid parental and caregiving leave
• 💰 Medical, dental, vision, and HSA match
• 📚 Professional development stipends

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min