Hiring.fm
Wisetack

Workforce Management Specialist I

Remote, USA Full Time

Since 2018, Wisetack has been building transparent and intuitive consumer lending products that help service-based businesses thrive (think HVAC companies, veterinarians, or auto repair shops).

Our leadership team comes from top fintech companies such as Lending Club, Affirm, and Varo Money. And we’re backed by leading VCs, including Insight Partners, Greylock, Quadrille, and Bain Capital Ventures (investors in Airbnb, LinkedIn, Instagram, Dropbox, and more).

Having raised $84M, we’re a well-funded startup and have invested in people and technology while growing our partnerships — responsibly.

We’re also proud to have received recognition from the fintech world. Awards we’ve won include:

But what you’ll find us gleaming about the most is the recognition from our own customers, particularly our sky-high NPS rating of 79. (For reference, the average score is 44 for financial services and 36 for SaaS companies.)

As a result of our efforts in building this healthy company culture, we’ve been nominated to several Great Places to Work lists, such as Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.

Like any startup, we’re in it for the long haul, and we’re looking for people willing to join our journey of building something special together.

This process starts with our company values, which guide us in everything we do — and have played a critical role in our success. We valiantly abide by them, and would expect you to do the same:

  • Put customers first (that’s our M.O.)
  • Act fast (leverage our startup environment).
  • Lead the way (show and tell).
  • Take ownership (everyone is hands-on here).
  • Be a good human (no egos, build financial products that do right by people).

Learn more about our values here.

The Role

Program Management is seeking to hire a Workforce Management Specialist I. This role is ideal for an individual who enjoys working with data and thrives in an operational environment. You will focus on real‑time monitoring, schedule management, and operational reporting while gaining experience in forecasting and capacity planning. You will collaborate closely with operations leaders and be exposed to data tools and analytics in a fast‑growing environment. 

Responsibilities

  • Real‑Time Monitoring & Response: Monitor live contact‑center metrics such as call/chat volumes, agent status and service levels. Raise alerts, generate and update daily & intraday reports, and take action to maintain service‑level targets.
  • Schedule Management: Build monthly, weekly and daily schedules based on staffing plans. Manage time‑off requests, shift swaps and ad‑hoc changes to ensure adequate coverage across different teams and channels.
  • Support Capacity Planning: Gather historical data, run standard forecasting models and prepare staffing recommendations. Communicate potential coverage risks to operations leaders.
  • Reporting & Analysis: Compile dashboards and performance reports on key metrics (Contact Volume, ASA, AHT, abandonment rate, occupancy, utilization, etc). Highlight trends and assist with root‑cause analyses, including maintaining a daily log of KPI results and reasons for variation.
  • Platform Administration: Maintain agent profiles and schedules in the WFM system (e.g., Assembled). Ensure data accuracy and configure real‑time alerts and notifications.
  • Collaboration: Partner with operations leaders, team managers, and analysts to share status updates, explain schedule impacts and support continuous improvements. Provide real‑time updates during shifts and coordinate with analytics on dashboard enhancements.
  • Continuous Learning: Participate in training to deepen your understanding of capacity planning, WFM software and analytic tools. This role offers growth into more advanced analysis and planning responsibilities.
  • CX Product Ops Support: Assist the Customer Experience team by troubleshooting product‑related issues and providing technical solutions to internal agents and customers.

Requirements

  • 1+ years of experience in operations or a related role (e.g., call‑center operations or team lead).
  • Proficiency with spreadsheets (Excel/Google Sheets), including formulas and pivot tables. 
  • Strong attention to detail, analytical mindset, and problem‑solving skills.
  • Comfortable working with software (you will configure our WFM software, Assembled).
  • Clear verbal and written communication skills and ability to collaborate across diverse teams.
  • High adaptability and willingness to work flexible hours to align with peak staffing needs.

Bonus points

  • Fintech experience.
  • Familiarity with SQL.

Conclusion

The base salary for the position is $68,000, plus equity, and benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level and competencies.

Spend a little time on our About Us page and check out our Press page and our blog for more. If you think this might be a fit, we’d love to hear from you!