Workforce Management Analyst

About Us :

Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t provide the access, assistance and modern tools that owners need to successfully grow their business.

We started Novo to challenge the status quo—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to FinTech platform for small businesses (SMBs). Novo is flipping the script of the FinTech world, and we’re excited to lead the small business FinTech revolution.

We are looking for pragmatic and capable people who want to see their work drive better outcomes for small businesses — the backbone of our economy. You will join our team and work on the building blocks of everything Novo ships.

Why Novo?

• Novo is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America

• Positive, inclusive, supportive culture cheering you on your journey

• We work with very new technologies and architecture patterns

• We provide learning and development budgets to help you grow and bond with your team

• Offices in NYC, Miami, India, and Colombia

Role Summary:

We are seeking a highly motivated and data-driven Workforce Management Analyst to join the Customer Operations team. In this role, you will be instrumental in optimizing our operations by ensuring we have the right staffing in place to achieve our service levels goals and scale. You’ll leverage your expertise in forecasting, scheduling and real time analysis to enhance efficiency and create great agent and customer experiences.

The Workforce Management (WFM) Analyst will have the unique opportunity to help shape our WFM function from the ground up and scale workforce planning for our customer experience teams such as Support and Collections and Recovery, for multiple teams across multiple support channels (live chat, phone, email, and in-app messaging). You’ll also be a key player in evaluating and implementing a new WFM tool. The KPIs you’ll be focused on are related to agent performance, efficiency, cost and customer experience.

Responsibilities :

WFM Planning

• Forecast short-term and long-term staffing needs based on historical data, seasonality, and business growth.

• Build agent schedules that balance coverage and adherence to SLAs with employee training/ coaching and well-being.

• Monitor daily performance, shrinkage, and real-time staffing, working directly with BPOs and making adjustments as needed.

• Partner with BPOs and Novo leadership to align headcount planning with budget and business strategy.

Performance Analysis and Reporting

• Design, build, and maintain WFM dashboards (along with other performance success metrics) to track and report key metrics (e.g., Service Level, AHT, Occupancy, Adherence, Shrinkage, Capacity vs. Demand) across various channels of support and BPO teams.

• Provide actionable insights from reporting to optimize productivity and improve customer experience.

• Standardize reporting processes to reduce manual effort and improve accuracy.

• Present staffing and performance trends clearly to leadership on a consistent basis.

System Optimization

• Help with the evaluation and selection of a WFM tool tailored for multiple BPO agent teams handling live chat, phone, email, and in-app messaging.

• Configure scheduling, forecasting, and reporting features; work cross functionally to ensure integrations with CRM/telephony systems.

• Serve as the primary administrator and power user of the WFM tool, handling updates, configurations, and ongoing optimization.

• Help develop training, best practices, and documentation to maximize tool adoption across the department.

Requirements :

• Experience: A minimum of 2+ years of experience in a Workforce Management role within a contact center environment.

• Technical Skills: Advanced proficiency in Microsoft Excel and/or Google Sheets is essential for data manipulation, analysis, and reporting.

• Analytical Skills: Strong data analysis and problem-solving abilities with a keen eye for detail and the capacity to translate data into actionable insights.

• Communication: Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to diverse audiences.

• Decision-Making: Proven ability to make sound, data-driven decisions under pressure and in a fast-paced environment.

• WFM Principles: A solid understanding of core WFM principles, including capacity planning, forecasting methodologies, scheduling techniques, and real-time management across multiple channels.

Nice To Have, but Not Mandatory:

• Experience within Fintech or Banking

• Familiarity with our current toolstack: Zendesk, Slack, Confluence, and Metabase

• Experience working with AI-driven support tools (e.g., chatbots, agent-assist, or forecasting automation).

• SQL

• Fully Remote from the US Only.

Novo values diversity as a core tenet of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.