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WFM Sr. Analyst, Forecasting



Lending Club



Lehi, UT, US


The WFM Forecasting Sr. Analyst is responsible for determining our capacity needs across all channels and at all timeframes. The channels include voice and non-voice interactions in Sales, Collections, Service, and the Back Office, and are handled by a network of four proprietary and partner sites. The key indicator of success for this role is forecast accuracy at the interval, daily, monthly, quarterly, and annual level. By driving forecast accuracy, this person will ensure that we meet the needs of our borrowers in the most efficient manner possible.

The ideal candidate has a strong understanding of contact centers and systems and can 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. If escalation procedures need to be activated, the WFM Sr. 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.



What You'll Do



  • Create robust statistical forecasting models that consider large amounts of historical data and apply that forward against all known variables. Apply down to the queue and interval level
  • Provide reforecasts regularly and whenever forecasting variables change
  • Build relationships and partner with Marketing, Finance, and Risk to understand and incorporate their model outputs into operations forecasts
  • Work with internal partners to improve their Listing, Delinquency, and Budget forecasting processes
  • Partner with the Data Science team to make ongoing systematic improvements to all forecasting models
  • 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
  • Attend regular WFM meetings with department leadership and WFM analysts to understand this week and next week’s call forecast and non-production plan and identify/mitigate risks
  • Provide reporting to department leadership on KPIs and communicate risks as needed
  • Understand and incorporate recruitment, training, attrition, and partner contract policies/procedures as they relate to forecasting
  • Support the Mission Control team with exception processing, ad hoc reporting, scheduling, and intraday management as needed
  • Research and analyze process gaps in the various operations departments, identify solutions, and lead projects



About You


  • Strong analytical and organization skills, with the ability to compile, analyze, and summarize large amounts of raw data using BI tools
  • 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
  • 4+ years of WFM forecasting experience
  • Bachelor’s degree in a quantitative discipline or equivalent experience
  • Advanced Excel Skills (e.g. advanced functions, named ranges, macros, pivot tables, data connections, etc.)
  • A firm grounding in statistical methods and the ability to apply them to the forecasting processes
  • Understanding of call center operations & metrics (i.e., AHT, Adherence, Occupancy, etc.) and underwriting productivity metrics (i.e., throughput, turnaround time, etc)
  • Proficiency working with WFM systems (ie, Calabrio, NICE, Verint, Cisco, 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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