Intraday Workforce Analyst

About this role

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.

More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock , TPG (The Rise Fund) , SoftBank, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more.

About the role

As an Intraday Workforce Analyst you will support all of our Customer Success teams. You will be responsible for managing and optimizing real-time staffing, service levels and operational efficiency across all of the Customer Success teams. This role ensures that staffing aligns with intraday demand, supports adherence to schedule and makes dynamic adjustments to maintain service level goals. The analyst is a key liaison between workforce planning and customer facing teams, providing actionable insights and real-time escalations to keep performance on track.

What you get to do every day

• Create daily, weekly, and monthly forecasts of expected workload volumes.

• Review and communicate overtime needs and staffing risks to leadership based on incoming volumes, starting tasks the day they are received/created, and not missing SLAs on any task.

• Complete Customer Support weekly schedules including daily coverage for customer demand, as well as training and upskilling coverage, team huddles, etc.

• Support schedule adjustment requests from associates throughout the day and communicate adjustment trends with leadership.

• Complete trend analysis on volumes and propose actionable recommendations based on data to address operational needs.

• Ensure all Customer Success teams and queues are appropriately staffed throughout the day, adjusting for sudden shifts in workload or changes in priorities.

• Monitor phone, chat and case queue coverage to ensure customer wait times are limited and work is delegated effectively.

• Coordinate proactive cross-team contingency support to maximize overall Customer Success staffing.

• Ensure shift schedules align with incoming volume by day-part, and propose adjustments to shift times as needed based on customer demand.

• Develop and maintain dashboards and reports for leadership, providing real-time insights into team performance, process bottlenecks, and operational metrics.

• Drive Customer Success SLA attainment to meet company objectives.

• Organize and execute shift bidding.

What you bring to the role

• 1-3 years of experience in a workforce management role

• Exceptional accuracy and attention to detail

• Advanced data skills

• Excellent analytical analysis

• Exceptional research skills

• Clear and concise communication

• Understanding of forecasting and capacity planning concepts

• Ability to thrive in a fast-pace and metrics-driven environment

• Experience using workforce management software

• Relationship building acumen

Nice to have

• Experience with Salesforce

• Experience with SQL

• Comfort with statistical concepts like Erlang C, Shrinkage, and Occupancy

• Experience with Finance/Retirement

• Basic project coordination or change management exposure

Why you will love working at Human Interest

Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.

Join Human Interest and make a lasting impact by shaping the future of retirement.

Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest.

• Customer obsession : We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.

• Long-Term Orientation : We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.

• Autonomous and Accountable Teams : We trust our team members to take ownership and make smart decisions. We empower you to be your best self!

• An Escalating Bar for Talent and Performance : We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.

• Fundamental Optimism : We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.

Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $70,000 - $85,000 and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one c

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