Workforce Operations Analyst

We are looking for a Workforce Operations Analyst to join our Member Experience and Risk Operations team in New York. You will oversee workforce management and drive business analysis initiatives to optimize performance across Customer Support and Risk Operations.

Requirements

• Monitor and maintain service levels in real-time
• Manage workforce capacity planning across multiple lines of business
• Use historical trends to forecast staffing requirements
• Analyze demand drivers and report on key metrics
• Partner with BPO vendors on capacity discussions
• Support queue management for frontline and back-office teams

Benefits

• Competitive salary
• Meaningful equity in the form of stock options
• 401(k) plan
• Discretionary performance bonus program
• Biannual performance reviews
• Medical, Dental and Vision premiums covered at 100%
• Flexible time off and paid holidays
• Generous parental leave policy
• Commuter benefits
• Fitness benefits
• Healthcare and Dependent care FSA benefit
• Employee Assistance Programs focused on mental health
• Healthcare advocacy program for all employees
• Access to mental health apps
• Team building activities