Senior Manager, Workforce Management and Contact Center Analytics

About Bluevine

Bluevine is transforming small business banking with innovative solutions like checking, lending, and credit—all tailored to help entrepreneurs thrive. With best-in-class technology, advanced security, and a deep understanding of the small business community, we’re empowering entrepreneurs to grow with confidence.

Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, we’ve been supporting SMBs since 2013, serving over 500,000 customers nationwide and growing a dynamic global team of 500 people. Our mission? To fuel small businesses with the financial tools they need to succeed.

At Bluevine, you’ll be part of a collaborative, fast-paced team that’s reshaping the future of banking. Ready to make an impact?

ABOUT THE ROLE:

We are seeking a seasoned leader to oversee a Global Workforce Management (WFM) and Contact Center Analytics team within our Customer Success organization. This role will drive strategic planning, analytics, and technology implementation to optimize workforce efficiency, enhance customer experience, and achieve strong unit economics across multiple customer segments and products.  The incumbent will be responsible for developing and maintaining a world-class capacity planning model that ensures a seamless customer experience while balancing cost efficiency. Additionally, they will lead the development of WFM analytics tooling, including requirements gathering, vendor evaluations, and collaboration with cross-functional teams to design, test, and implement new functionality. They will also drive the development of advanced reporting and analytical tools that provide actionable insights to improve performance across the support organization. By implementing best-in-class reporting, analytics, and technologies, this role will ensure key performance indicators (KPIs) are met or exceeded, ultimately contributing to the business’s overall success. This is a critical leadership position responsible for transforming data into strategy, enabling the organization to deliver exceptional customer experiences while maintaining operational efficiency.

WHAT YOU'LL DO:

• Global Workforce Management Leadership: Lead and develop a high-performing global team of WFM Analysts, overseeing short-term and long-term forecasting, capacity planning, scheduling, and intraday management across all support channels.
• Strategic Workforce Planning: Develop and implement a global WFM strategy that supports multiple LOBs, aligns with business goals, and delivers on key performance indicators (KPIs) and objectives and key results (OKRs).
• Talent Development & Team Leadership: Hire, train, onboard, and manage team performance, providing clear expectations, measurable goals, continuous feedback, and coaching to foster professional growth and accountability. Create a collaborative, engaging, and inclusive work environment where team members feel valued and empowered.
• Capacity Planning & Cost-to-Serve Modeling: Build and refine a scalable capacity planning model that accounts for multi-segment, multi-product servicing needs, and all service channels. Partner closely with Finance, Business Operations, and General Managers to integrate critical data points and ensure accurate modeling that informs headcount and budget decisions.
• Workforce Optimization & Scheduling: Analyze contact volume patterns and operational trends to optimize staffing schedules, balancing efficiency, cost, and service quality. Incorporate insights from product enhancements, marketing initiatives, and other business events that impact customer demand.
• Contact Center Performance Analytics: Build and refine analytical models that track and optimize key metrics such as service level, occupancy, average handle time (AHT), first contact resolution (FCR), customer satisfaction (CSAT), cost-to-serve, and revenue generation across all support channels (phone, email, chat, IVR, chatbot).
• Predictive & Prescriptive Analytics: Leverage AI, machine learning, and statistical modeling techniques to predict demand fluctuations, agent performance trends, and customer engagement patterns, enabling proactive workforce adjustments and strategic planning.
• Real-Time & Historical Reporting: Develop dynamic dashboards and real-time monitoring tools that provide visibility into operational KPIs, workforce efficiency, and customer engagement. Ensure that front-line leaders, WFM teams, and executives have access to actionable insights.
• Executive Reporting & Strategic Insights: Synthesize complex data into clear, compelling reports and presentations for senior leadership, including CS executives, Finance, and Business Unit leaders. Provide data-driven recommendations that influence workforce strategy, budget planning, and operational improvements.
• Root Cause & Trend Analysis: Conduct deep-dive analysis to identify underlying drivers of contact center performance issues, inefficiencies, and customer pain points. Use data insights to drive continuous improvement initiatives that enhance service delivery and reduce operational costs.

WHAT WE LOOK FOR:

• 8+ years of experience in Workforce Management, Contact Center Analytics, or related fields, with at least 3+ years in a leadership role.
• Proven expertise in forecasting, scheduling, and capacity planning in a multi-channel, multi-region customer support environment.
• Strong analytical mindset with experience using data to drive strategic decision-making and process improvements.
• Proficiency in WFM tools (e.g., Verint, NICE, Aspect, Genesys, or similar), data visualization tools (Tableau, Looker, Power BI), and workforce analytics.
• Excellent communication and stakeholder management skills, with the ability to influence executive leadership and cross-functional partners.
• Experience in managing vendor relationships, including evaluating and implementing WFM software solutions.
• Ability to thrive in a fast-paced, high-growth environment with a strong focus on innovation and continuous improvement.

Benefits & Perks

• Excellent group health coverage and life insurance
• Stock options
• Hybrid work model
• Meal allowance
• Transportation assistance (terms and conditions apply)
• Generous paid time off plan, Holidays
• Company-sponsored mental health benefits
• Financial advisory services for both short- and long-term goals
• Learning and development opportunities to support career growth
• Community-based volunteering opportunities