WFM Analyst
Tally
IT
Lehi, UT, USA
Current Employees of LendingClub: Please apply via your internal Workday Account
LendingClub (soon to be Happen Bank) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.
About the Role
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
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
About You
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
Work Location
Lehi, Utah
The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. LendingClub offers relocation, based on actual job level.
Time Zone Requirements
Primarily MT
Travel Requirements
Monthly/quarterly/as needed travel to LendingClub offices and/or other locations, as needed.
We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.
#LI-Hybrid
#LI-SS1
LendingClub is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@lendingclub.com.