[Hiring] Workforce Management Associate @Greenlight Financial Technology

Role Description

The Workforce Management Associate is responsible for ensuring Greenlight’s Customer Support organization across both in-house and BPO contact centers is staffed efficiently and cost effectively to meet customer demand across all channels. This role partners closely with Data, People Ops, and Customer Service leadership to align workforce capacity with business priorities.

• Own end-to-end workforce management for all in-house and BPO contact centers, including forecasting, capacity planning, scheduling, real-time management, and performance reporting.
• Serve as the single owner of the contact forecast, ensuring accuracy across all channels and time zones.
• Lead short-term and long-term workforce planning, including intraday and weekly execution, mid-term staffing plans, and longer-range capacity and headcount strategy.
• Build and maintain forecasts that account for seasonality, growth, product launches, marketing campaigns, and operational initiatives.
• Conduct detailed workforce analytics, including interval level servicing analysis, staffing optimization modeling, and forecast development projects to drive data-backed staffing decisions.
• Lead real-time operations, including intraday monitoring, schedule adherence, and same-day mitigation of service level risks.
• Develop and execute staffing strategies across internal teams and BPO partners to meet service level and cost per contact targets.
• Own BPO workforce governance, including staffing alignment, delivery against plan, billable hours tracking, and invoice validation.
• Optimize and evolve WFM tools and processes to improve forecasting accuracy, scheduling effectiveness, and operational visibility.
• Monitor and optimize workforce efficiency and cost metrics, including service level, ASA, FRT, shrinkage, AHT, occupancy, and cost per contact.
• Deliver clear, actionable insights through weekly and monthly operational updates, surfacing trends, risks, and recommendations.
• Partner cross-functionally with Product, Marketing, Data, and People Ops to ensure workforce plans reflect upcoming initiatives and changing demand drivers.
• Identify and implement continuous improvement initiatives to increase staffing efficiency, agent utilization, and overall operational effectiveness.
• Lead capacity planning discussions and regular operating cadences with internal stakeholders and external BPO partners.

Qualifications

• 5+ years of workforce management experience supporting customer support or contact center operations in an omnichannel environment.
• Proven ownership of contact forecasting and capacity planning across both in-house and BPO teams.
• Experience optimizing and administering WFM tools and systems to support forecasting, scheduling, and real-time operations.
• Strong experience managing offshore or third-party BPO partners, including staffing delivery and cost control.
• Advanced analytical skills with the ability to translate data into clear, actionable insights.
• Strong communication and stakeholder management skills, with the ability to influence and drive decisions.
• Experience in fintech or other highly regulated, high-growth environments is preferred.

Benefits

• Competitive compensation package with a market-based approach to pay.
• Discretionary performance bonus.
• Equity rewards.
• Medical benefits.
• 401K match.

Company Description

Greenlight is the leading family fintech company on a mission to help parents raise financially smart kids. We proudly serve more than 6 million parents and kids with our award-winning banking app for families.