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TITLE

 

WFM Analyst, Scheduling

COMPANY

 

Lending Club

LOCATION

 

Lehi, UT, US

Description

The WFM Analyst is responsible for deploying our workforce against volume forecasts to achieve maximum efficiency across phone, email, back office, and credit review teams. This position is responsible for the tactical planning, short to medium term schedule adjustment, historical trend analysis, and reporting to ensure the contact center achieves service levels and key performance indicators on a daily, weekly, and monthly basis.

 

 

What You'll Do

 

Major Duties:

  • Run staffing scenarios and analyzes them to recommend enhancements to staffing and scheduling for optimal coverage and achievement of service level/abandon rate goals
  • Prepare, assign, and communicate optimal schedules to the agent population at regular intervals and manage shift bids as rebalancing requires
  • Attend weekly WFM meetings with department leadership and WFM analysts to understand this week and next week’s call forecast and non-production plan and identify risks to the plan
  • Create and manage the schedules of 600+ agents across four geographically separated contact center sites using Calabrio, our WFM software
  • Reviews and processes permanent schedule change requests
  • Monitor daily/weekly/monthly KPIs and trigger escalation procedures when thresholds are reached
  • Makes recommendations and decisions that maximize resources, meet customer experience expectations, and are fiscally responsible
  • Provide reporting to department leadership on KPIs and communicate risks as needed
  • Understand and apply policies/procedures related to absenteeism, non-production events, and shift bids
  • Support the Mission Control team with exception processing, ad hoc reporting, forecasting, and intraday management as needed
  • Research and analyze process gaps in the various operations departments, identify solutions, and lead projects to remedy

You:

The ideal candidate has a strong understanding of contact centers and systems and is able to thrive in a fast-paced, constantly evolving, high-volume environment. The successful candidate will maintain a flexible task list and is constantly in tune with all customer facing departments. In the event that escalation procedures need to be activated, the WFM Analyst will be responsible for clear, precise, and timely communication with all relevant stakeholders at every level of the organization. The applicant must be able demonstrate ability to interpret large volumes of quantitative data, find trends/patterns and use them to drive action.

                Skills:

  • Strong analytical and organization skills
  • Ability to plan and prioritize tasks of competing priority
  • Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities
  • Excellent written and verbal communication skills are required to interface effectively with staff, management, and various other internal and external customers
  • Ability to work in a team-oriented environment focused on cross training and sharing responsibilities

 

 

About You

 

Preferred Qualifications:

  • 2 years of WFM experience
  • Proficiency in compiling, analyzing, and summarizing large amounts of raw data using Excel
  • Intermediate or higher Excel Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)
  • Ability to adjust forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
  • Understanding of call center operations & metrics (i.e., AHT, Adherence, Occupancy, etc.) and underwriting productivity metrics (i.e., throughput, turnaround time, etc)
  • Experience working with WFM systems (ie, Calabrio, NICE, Aspect, etc)
  • Presentation skills / ability to build and deliver succinct presentations (Power Point proficiency)


LendingClub is an equal opportunity employer and dedicated to diversity and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, marital status, pregnancy status, veteran status, or disability status. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system​.

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