Workforce Management Analyst

Job Description

Reprise Financial is on a mission to simplify the financial journey for our customers, making personal loans accessible and transparent. We leverage technology and a customer-first approach to provide fast, reliable personal loans of up to $25,000, ensuring our clients receive the support they need without hidden fees or complex terms. Our commitment to integrity and clarity allows us to foster trust and empower individuals to take control of their finances.

At Reprise Financial, we foster a workplace built on innovation, collaboration, and kindness. Our mission to simplify the financial journey for our customers inspires us to exceed expectations and make a meaningful impact.

We provide the tools, resources, and support for employees to thrive in a dynamic, customer-focused environment. Transparency, continuous improvement, and open communication drive our culture of trust and excellence, where new ideas are valued, and growth is encouraged.

Join Reprise Financial and be part of a team where your contributions are recognized, and you have the opportunity to innovate, grow, and make a positive difference.

About the role

We are seeking a detail-oriented and analytical Workforce Management Analyst to join our team at Reprise Financial. In this role, you will be responsible for optimizing workforce performance and ensuring that our operations run smoothly by effectively forecasting demand, scheduling staff, and analyzing performance metrics. The ideal candidate will have a strong background in workforce management, excellent analytical skills, and the ability to communicate effectively with cross-functional teams.

Key Responsibilities

Develop and implement workforce planning strategies to meet business needs and optimize staffing levels.

Analyze historical data and trends to accurately forecast future workforce requirements.

Create and manage staff schedules to ensure appropriate coverage across various departments and functions.

Monitor real-time performance metrics and make recommendations to improve efficiency and effectiveness.

Collaborate with department leaders to understand workload variations and adjust staffing plans accordingly.

Utilize workforce management tools and software to analyze data, generate reports, and identify opportunities for improvement.

Conduct regular audits of staffing patterns and performance metrics to ensure adherence to established standards and company policies.

Work closely with call center management and other departments to align dialer strategies with overall business goals.

Participate in meetings and contribute insights to support overall operational goals and objectives.

Skills, Knowledge, and Expertise

4-6 years of experience in Workforce Management within a call center environment.

Proficiency in workforce management software and tools (Verint experience a plus).

Proven track record in optimizing staffing levels to meet service level agreements.

Expertise in forecasting call volumes and scheduling staff accordingly.

Skilled in using workforce management software to analyze performance metrics .

Strong ability to develop and implement strategies to improve operational efficiency.

Experience in collaborating with cross-functional teams to enhance workforce planning.

Strong analytical and problem-solving skills.

Ability to work independently and manage time effectively.

Knowledge of labor laws and regulations related to workforce management.

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Location

This position is fully remote, allowing you to work from anywhere that suits you best! While you’ll primarily work from home, you are always welcome to visit our office in Irving, TX, whenever you choose. We encourage our remote team members to stay connected through regular virtual meetings and team events. All team members must reside in one of our approved locations by their start date, ensuring you remain part of our collaborative community.

Compensation

For this role our salary range is between $85,000 and $100,000, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance.

Benefits That Support Your Success

Stay Healthy & Happy: Comprehensive medical, dental, and vision coverage, contributions to a Health Savings Account (HSA), and access to an Employee Assistance Program (EAP) to support your mental health and overall well-being.

Secure Your Future: Plan ahead with our 401(k) program, featuring a Safe Harbor Match (100% of the first 3% and 50% of the next 2%).

Time That Works for You: Recharge with accrued time off, company holidays, sick time, and 3 floating holidays—perfect for celebrating your birthday, your dog’s birthday, or just a random Tuesday!

Support for Growing Families: Our 12-week Paid Parental Leave ensures you have the time and support to focus on your family during life’s biggest moments.

Competitive Rewards: Market-driven salary and bonus opportunities ensure your hard work is recognized and rewarded.

Tools for Success: Stay connected and productive with a robust tech package designed to help you deliver your best every day.

Our Core Values

Pursue Excellence: We strive for the highest quality, ensuring our tools and services truly aid in our customers’ success.

Make a Meaningful Impact: We focus on delivering outcomes that genuinely improve financial well-being.

Commit to Innovation: Our innovative approach keeps us at the forefront of providing effective financial tools.

Champion the Customer: We prioritize our customers' financial goals, tailoring our tools to meet their unique needs.

Collaborate with Purpose: Our teamwork drives us to develop superior solutions that empower customers.

Lead with Kindness: Respect and empathy are central to our operations, creating a supportive environment for success.

Equal Employment Opportunity Employer

At Reprise Financial, we are dedicated to fostering an inclusive community where every individual is valued. We are an Equal Employment Opportunity employer—ensuring that all qualified applicants and employees receive consideration for employment without regard to age, race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

We believe that diversity strengthens our organization and drives innovation, and we are committed to creating a workplace that reflects the rich variety of our communities.

Compensation Range: $85K - $100K

Full-time

Hybrid remote