Responsibilities
- Develop and maintain short- and long-term capacity plans for multiple customer-facing teams, including specialized dispute handling, chargebacks and contact center inquiries. In the future, further develop capacity models for resourcing of collections agents or in house QA teams
- Analyze historical data, business trends and forecast inputs to replace fragmented spreadsheets and create scalable systems for accurate volume forecasts and actionable staffing models that account for seasonal patterns, product launches, and regulatory requirements
- Drive strong WFM operational rigor across our BPO vendor and the various value added services, ensuring alignment on forecasting methodology, service level expectations and reporting standards
- Collaborate to design optimal staff schedules and manage real-time adherence, proactively identifying performance risks and recommending intraday adjustments to meet service level agreements
- Partner with cross-functional stakeholders (Operations, Finance, Go To Market, Training, QA) to understand business drivers, nuances within the operation, upcoming initiatives and volume impacts, translating them into workforce requirements, approved OTP for training and budget alignment; able to model multiple resulting scenarios to support informed decision-making, including tradeoffs
- Develop north star expectations for efficiency/productivity in our operations. Monitor and analyze key contact center metrics (AHT, shrinkage, occupancy, service level, adherence, abandonment rates) specific to fintech operations and dispute resolution patterns
- Present capacity insights, staffing recommendations, and performance analysis to leadership
- Optimize multi-skill routing strategies and resource allocation across channels (phone, chat, email) to maximize efficiency and meet customer service objectives
- Continuously improve planning processes, tools, and reporting methodologies to drive greater forecast accuracy, operational efficiency, and planning sophistication. Influence Product/Eng roadmaps for agent system productivity/efficiency metrics
- Collaborate with BPO Workforce Management and MQ Operations and Finance teams to align on headcount planning, hiring timelines, budget allocation, and long-term capacity strategy
- Develop systems to oversee and ensure BPO billing accuracy across hiring, training and production delivery
Requirements
- Bachelor degree or equivalent education
- 5+ years of experience in workforce management, capacity planning, or advanced business analytics within a fast-paced, service-oriented environment
- 3+ years in fintech, banking, payments or financial services operations
- Proven experience with dispute handling forecasting (chargebacks, fraud claims, payment disputes) and contact center operations & service KPIs
- Experience managing or coordinating BPO partners and various geographical sites
- Strong communication and collaboration skills
- Capable of operating autonomously and without an existing WFM playbook
Nice to Have
- Experience with Snowflake, Datadog or advanced analytics (knowledge of SQL, Python, or experience analyzing CRM data like Salesforce or Zendesk or telephony data like Amazon Connect is a strong advantage)
- Knowledge of financial regulations (Reg E, Reg Z, ACH rules, card network guidelines)
- Familiarity with omnichannel forecasting (phone, chat, email, social media)
- CWPP (Certified Workforce Planning Professional) or similar certification
- Experience managing remote or distributed teams across multiple geographies
- Experience with early-stage organizations, building systems and tooling from the ground up; you’re motivated by building a foundation for future scale
Work Arrangement
Hybrid
Additional Information
- Monthly stipend for your home office equipment and connectivity
- Annual development stipend to support your growth and development
- Pension Scheme provided by Allianz
- Employee health through Luxmed with employee cover paid at 100% by Marqeta
- Four floating holidays as additional paid days off to your annual leave entitlement
- In-office amenities including: drinks and snacks, wellness room, dedicated barista, community events onsite
- MultiSport Plus membership offerings
