Operations WorkForce Management Senior Analyst
Job Description
Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.
We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.
Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.
We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
About the role
As a Workforce Management Analyst you will be a part of our Customer Success Operations team. You will provide strategic direction, tactical leadership and day to day analysis of the overall workforce planning, monitoring and forecasting processes. You can see not only all individual details but also the larger picture. You are reliable, hardworking, smart, and appreciate working in a fast-paced, collaborative environment that rewards ability and empirical results.
What you will do:
- Collaborate with key stakeholders to develop processes and procedures that support the overall network performance.
- Assess and quantify near and short term risk and opportunities that impact Service levels.
- Create and generate operational reporting to assist operations.
- Ability to engage, assist and direct our third party teams that execute the plans to service our customers.
- Evaluate agent schedules and adjust based on real time data and feedback from operations teams.
- Lead WFM meetings with vendors and Operations senior leadership.
- Expert proficiency in call routing and skilling strategies to meet SL objectives.
What you’ll bring:
- 5+ years related WFM call center operational experience including forecasting models, intraday analysis, RTA and capacity planning.
- Creation of models that support onshore, nearshore, and offshore partners, blended with staff and outsourced resources
- Ability to effectively manage multiple tasks simultaneously.
- Visionary planner with ability to implement and pivot as business needs change.
- Proven ability to identify and communicate opportunities to meet business goals.
- Experience with SAS, Tableau, SQL, workforce management systems
- Expertise in creation of reporting and monitoring tools and dashboards for real time performance and staffing oversight
And these skills are a bonus:
- Professional FinTech experience is strongly desired
- Understanding of the regulations governing high risk processing
- Experience working with offshore vendors that support 100% outsource models for both voice and non voice work products
- Experience implementing an WFM system.
We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many startups cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too.
Our perks include:
- Company Equity in the form of RSUs
- Quarterly performance-based bonuses
- Generous employer-paid health, vision and dental insurance coverage
- Flexible vacation policy
- Educational assistance
- Free gym membership
- Casual dress code
- Team building events and activities
- Remote work arrangements/ flexible work schedule
- Paid parental leave
Self Financial requires all employees hired to successfully pass a background check.
We are an Equal Opportunity Employer.
Date Posted
10/26/2022
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