Workforce Management Associate

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm proudly includes Returnly.
BEGIN JOB DESCRIPTION HERE
The Workforce Management (WFM) team works to ensure best in class customer service delivery through the optimized deployment of our servicing network balanced with cost guardrails and agent experience. In order to successfully achieve these mandates the WFM team is responsible for the day to day management of both internal and external contact center associates - including forecast execution, schedule management, the real-time monitoring and management of queues, skills, and agents to ensure compliance to internal and regulatory Service Level Agreements, and comprehensive reporting. This role provides in-the-moment data to our cross-functional partners. Workforce Management Assocates are at the forefront of agent interactions/performance and also provide insights on ways to improve and streamline processes using data as the basis for change each day.
What you'll do

• Real-time monitoring of agent's performance from all teams across all sites
• Answering team scheduling requests, maintaining an accurate schedule when last-minute changes arise (call-outs, late arrivals, meetings, team training), & coordinating events around peak call volume times
• Schedule segment entry for all vendor and operations agents
• Intraday real-time monitoring of service levels for all queues at all sites
• Drive real-time adherence to achieve service levels and efficiency metric goals
• Communicate and call out changes of incoming contact patterns to operations and the broader WFM team
• Have real-time communication with the Affirm and Vendor WFM teams when schedule/staffing changes need to be made
• Update and send reports related to the performance of Operations and vendors
• Provide assistance to the WFM Analysts as needed

What we look for

• Experience working with Excel, Google Sheets, and analytics tools
• Ability to multitask
• Strong organizational skills
• Ability to work independently with minimal supervision
• Open to learning and practicing new processes, freely communicating ideas, and committed to the best end result
• A well-developed sense of urgency and follow-through
• Attention to detail and accuracy
• Must be flexible with work schedules to accommodate different time zones

Location - Remote U.S.
Grade - USA64
Please note that visa sponsorship is not available for this position.
#LI-Remote
Affirm is proud to be a remote-first company ! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.
All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.
[Colorado Candidates] In accordance with Colorado's Equal Pay for Equal Work Act , the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here .
If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways-not just candidates who check all the boxes.
Inclusivity:
At Affirm, People Come First is one of our core values, and that's why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report .
We also believe It's On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
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