Oxygen is a modern financial platform designed for the 21st-century economy, tailored to meet the unique needs of today’s consumers and small businesses (freelancers, solopreneurs and modern SMBs). We believe beauty lies in simplicity, from design to utility, and build our ever-growing product suite with this in mind. And we’re just getting started. At Oxygen, we’re focused on lifting up those who dare to push boundaries and redefine what’s possible by delivering on our promise to be a more fair financial partner. The next generation building the future is writing their own rules and shattering expectations. So are we. For those who reject the status quo, welcome to Banking for the Extraordinary. Let’s create the future!
Customer trust and experience is our top priority at Oxygen and we are committed to delivering customer delight and trust with every customer interaction. The Workforce Planning Supervisor is a core member of the Customer Operations team who is accountable for interpreting, analyzing, and making recommendations that improve a workforce with an eye on reducing overhead and increasing customer satisfaction and experience. They serve as a primary point of contact for workforce management policies and are subject matter experts on workforce optimization steps. The company is in an exciting and rapid growth phase, which is why we prioritize instilling trust in our customers.
Responsibilities
- Analyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization rates
- Utilize hiring, sourcing, attrition and productivity metrics to provide actionable insights about the current and future states of workforce
- Lead and supervise a team of bilingual chat support agents to achieve departmental goals and objectives
- Provide guidance, coaching, and support to team members, fostering a positive and collaborative work environment
- Act as the primary point of contact for internal and external stakeholders, including clients, partners, and other departments
- Serve as a liaison between the team and various stakeholders, ensuring effective communication and timely resolution of issues
- Apply predictive models and methods to develop short and long-term forecasts
- Design, build and maintain reports and visualizations that provide key service statistics and easy to understand information required for decision making
- Review reporting and communications to ensure accuracy and clarity
- Monitor, analyze and report on system scheduling functions, develop metrics to ensure system reliability and trust, determine corrective plans of action as required
- Oversee real time response to events and incidents such as technical outages, application failures, unanticipated facilities closures (safety related) and escalates to appropriate internal and external teams when needed
- Operate the internal processes, scheduling templates, user profiles, rule sets, auto scheduler function to support efficient scheduling
- Analyze and interpret staffing model results by isolating and analyzing trends and assessing business impacts
- Meet with management to review staffing models and to make improvements on future forecasts
- Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices
- Be able to prepare and present comprehensively reports and PowerPoint presentations to the leadership team if/when required
- Great interpersonal skills to deal effectively and positively in the course of their functions with front line and cross-functional staff
- Serve as a language resource for the team by assisting with bilingual inquiries and providing guidance and coaching and feedback on language-specific requirements
- Demonstrate reasonable discretionary effort and flexibility when necessary to support the Team or the operation
- Additional relevant duties as assigned
Requirements
- Bachelor’s degree or equivalent
- 2-3 years of experience in customer support and operations (Financial service preferred)
- Fluency in both English and Spanish. Ability to effectively communicate, both verbally and in writing, in both languages is crucial for this role
- 1-2 years of experience in Workforce Management and Planning
- Strong leadership, time management, and critical thinking skills
- Strong understanding of statistics
- Strong verbal and written communication skills
- Ability to multitask and prioritize in a fast pace environment
- Analytical, problem solving and results oriented skill set
- High sense of accountability and self sufficiency
Hours of Operation: 9:30am- 6pm EST
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Preferred Skills
- Experience in the financial services industry
- Knowledge of G Suite functionalities
- Experience in working with BPOs
What We Offer
- Competitive compensation based on experience.
- Medical, dental, and vision insurance and HSA.
- Paid time off, sick leave, paid maternal leave, and paid paternal leave.
- 401(K) and retirement planning.
- A great startup in banking with proven growth potential.
- Lots of autonomy and massive career growth opportunities for the go getters.
$70,000 – $82,000 a year