Senior Workforce Strategist · Mercury

Fri, 24 Apr 2026 16:04:59 GMT
Operations

Mercury · San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States · $200,700-$250,900 · remote

We're hiring a Sr. Workforce Strategist to be the single accountable owner of workforce management (WFM) across Mercury's Banking Operations function. This is a high-autonomy, high-impact role with a direct line to leadership in Risk, Finance, and Vendor Strategy.

As the Sr. Workforce Strategist, you will own the discipline end-to-end and translate modeled plans into realized utilization and cost avoidance on the floor. You will serve as the single accountable WFM owner across BPO partners and Banking Operations' internal headcount, running forecasting, scheduling, intraday, and cross-site/cross-vendor balancing to hit utilization and SLA targets.

Key responsibilities include unified workforce ownership, forecasting & capacity planning, routing & queue configuration, cross-site & cross-vendor balancing, finance partnership, performance infrastructure, and tier mix & vendor strategy input.

To succeed in this role, you will need 8+ years of workforce management experience, including direct ownership of forecasting, scheduling, and intraday for contact center or operations teams at scale (300+ FTE). You should have a strong command of WFM fundamentals, such as Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management.

Preferred skills and experience include hands-on experience with Assembled (strongly preferred), or comparable modern WFM platforms, experience in fintech, banking, or regulated operations environments, and experience designing pooling and cross-skilling strategies in a multi-LOB contact center.