Workforce Management Manager

Job description

As Marqeta’s Workforce Management Lead, you will leverage your expertise in operational forecasting to build and own workforce planning, optimizing staffing and resource allocation across our fintech operations (BPO and internal teams). This role requires a proactive, data-driven professional who can drive operational rigor across multiple value-added services, including dispute handling, fraud operations, and contact center support, deliver accurate capacity planning in a fast-paced, dynamic environment and serve as a trusted advisor to our operations leaders. As a new internal function, you will have strong influence in how WFM is developed within Marqeta. This role will be performed in a hybrid work model (Tuesday, Thursday onsite) from our Warsaw office. We’d love for you to join us! The Impact You’ll Have: - Develop and maintain short- and long-term capacity plans for multiple customer-facing teams, including specialized dispute handling, chargebacks and contact center inquiries. In the future, further develop capacity models for resourcing of collections agents or in house QA teams - Analyze historical data, business trends and forecast inputs to replace fragmented spreadshee...