WFM Real-Time Analyst New York, NY; Salt Lake City, UT; San Francisco, CA

New York, NY; Salt Lake City, UT; San Francisco, CA Flex is a growth‑stage, NYC‑headquartered FinTech company creating the best rent payment experience. We empower renters to pay rent throughout the month on a schedule that fits their finances and budget. Our mission is to provide flexibility over the most significant recurring expense. About the Role The Vendor Management team seeks a sharp, action‑oriented Workforce Management Real‑Time Analyst. This role operates at the intersection of human judgment and AI‑powered intelligence, validating AI insights and translating them into precise action. Key Responsibilities Monitor and respond to real‑time anomalies across all channels and BPO partners, applying operational context and acting with speed and precision. Own staffing decisions; validate AI‑generated SLA risk models, present recommendations, and make staffing calls. Manage the exception queue; intervene on cases that require human judgment such as escalation nuance or policy edge cases. Drive reporting; review automatically generated reports for accuracy, add context, and share as needed. Own the variance narrative; validate AI‑flagged deviations, refine analysis, and communicate findings to stakeholders. Serve as first line of defense on emerging issues; review AI‑generated issue briefs and surface signals to leadership and partners. Operate at full intensity during Bill Pay cycles; lead real‑time operations, manage surge staffing, escalations, and coordinated BPO response. Qualifications 2+ years in a contact center environment; prior WFM Real‑Time Analyst experience preferred. Proficiency in WFM tools (Zendesk, Tymeshift, or similar). Advanced Excel skills (pivot tables, complex formulas); SQL and data‑analysis tools a plus. Familiarity with AI agent workflows and automation tooling; direct experience with AI‑powered systems is strongly preferred. Ability to interpret, validate, and push back on AI‑generated outputs; comfort with imperfect information is essential. Strong pattern recognition across volume, SLA, and quality dimensions. Ability to monitor AI channel performance indicators (containment rate, deflection, recontact patterns) and surface meaningful signal to CXPO partners. Clear, concise communicator; able to convey complex data insights to non‑technical stakeholders and produce executive‑ready handoff reports. Experience working across BPO partners and internal teams (Engineering, Product, Quality, Training). Bachelor's degree in Business, Statistics, Mathematics, Operations, or related field. Compensation Tier 1 (NYC/Bay Area): $92,000 – $115,000 USD Tier 3 (Salt Lake City): $72,000 – $90,000 USD Benefits Competitive medical, dental, and vision Company equity 401(k) plan with company match Unlimited paid time off + 13 paid holidays Parental leave Free Flex subscription Equal Employment Opportunity As set forth in Flex’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Use of AI in Our Hiring Process We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws. #J-18808-Ljbffr Flex group