Workforce Management Analyst

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?

This is a hybrid role. At Bluevine, we pride ourselves on our collaborative culture, which we believe is best maintained through in-person interactions and a vibrant office environment. All of our offices have reopened in accordance with local guidelines, and are following a hybrid model. In-office days will be determined by location and discipline.

ABOUT THE ROLE:

At Bluevine, we empower small businesses through innovative banking and digital services. We are seeking a Workforce Management Analyst to help ensure the timely and efficient delivery of customer interactions across multiple contact channels.

In this role, you will play a critical part in supporting the Customer Success team by monitoring and managing inbound contact channels, optimizing workforce schedules, and identifying areas for operational improvement. You will make real-time adjustments—both independently and in collaboration with business leaders—to drive OKR adherence, service-level performance and enhance customer experience.

Your work will involve a blend of real-time monitoring, workforce planning, and advanced data analysis to:

• Optimize service levels and operational efficiency
• Support data-driven decision-making
• Identify emerging trends and opportunities

This role is ideal for someone who thrives in fast-paced environments, enjoys making quick decisions, collaborates effectively, and has a keen eye for analytics and detail.

WHAT YOU'LL DO:

Workforce Management Responsibilities:

• Partner with Customer Success leadership to achieve key business objectives through real-time monitoring, reporting, and execution of business strategies. Quickly identify and escalate risks that may impact operations.
• Monitor and optimize service level outcomes, ensuring adherence to KPIs and workforce efficiency.
• Analyze and forecast contact volume patterns to develop efficient staffing schedules and workforce strategies. Including optimizing based on contact arrival patterns, routine and ad-hoc meetings
• Provide ongoing support for WFM tools, including user configuration, adjusting settings, managing role access/permissions, and deploying new features.
• Facilitate meetings and regularly present business performance updates to senior leadership.
• Collaborate with cross-functional teams to integrate various data sources for comprehensive reporting.
• Ensure data integrity and accuracy through robust validation and quality assurance processes.
• Identify process improvement opportunities and lead initiatives from concept through execution.

Core Capabilities or Competencies:

• Passionate about helping people with data and insights to make a measurable impact.
• Thrive in ambiguous and fast-paced environments, adapting quickly to change.
• Excellent verbal and written communication skills—able to translate complex data into digestible insights for stakeholders.
• Quick learner with strong decision-making abilities, even in time sensitive situations.
• Highly skilled in time management—able to prioritize and reprioritize tasks effectively.
• Strong analytical skills with the ability to identify trends and opportunities in large, unstructured data sets. 

WHAT WE LOOK FOR:

• 2+ years of experience in Contact Center Workforce Management, with a strong focus on FinTech and/or startup environments.
• Deep understanding of call center operations and workforce planning, with hands-on experience in contact center technology platforms (e.g., Salesforce, Amazon Connect).
• Proficient in Excel/Google Sheets, including intermediate to advanced formulas; experience with SQL, Python, or other data analysis tools is a plus for manipulating large datasets and building reports/dashboards.
• Proven ability to partner with and support customer-centric teams, driving efficiency and service-level improvements.
• Experienced in engaging with senior leadership, providing data-driven insights and strategic recommendations.
• Strong problem-solving skills, with the ability to navigate complex business challenges and enable proactive decision-making.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear, actionable insights.
• Resourceful and adaptable—able to thrive in fast-paced, evolving environments and find solutions when answers are not readily available.
• Skilled in identifying and reporting operational trends, effectively raising concerns and recommendations to management.
• Flexible schedule to meet evolving business needs.

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