WFM Analyst

LendingClub•Lehi, UT

2d•Hybrid

About The Position

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.

Requirements

Strong understanding of contact center operations, systems, and key performance metrics
Ability to thrive in a fast-paced, high-volume, and constantly evolving environment
Skilled at managing flexible priorities and coordinating with customer-facing departments
Communicates clearly, accurately, and promptly during escalations with stakeholders at all levels
Strong analytical ability to interpret large data sets, identify trends, and drive action
Highly organized, self-motivated, and able to prioritize competing tasks while working independently or collaboratively
Experience with workforce management, forecasting, Excel, WFM systems like Verint/Five9, and presentation development

Responsibilities

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