Manager, Workforce Management & Dialer Operations
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Job Location:
Monthly Salary:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
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 intofinancial 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 Manager Workforce Management & Dialer Operations is responsible for end-to-end planning execution and optimization of workforce strategy and dialer operations across LendingClubs contact center environment. This role oversees capacity planning scheduling real-time execution and dialing campaign strategy across voice and non-voice channels supporting Personal Loans Auto Loans and Banking products.This leader partners cross-functionally with Operations Risk Marketing Finance Recruitment Training and external providers to ensure staffing plans contact strategies and dialing campaigns are aligned to business goals regulatory requirements and customer experience expectations. The role combines analytical rigor operational execution and technology leadership to maximize efficiency performance and scalability.
What Youll Do
Lead and develop a high-performing team across Workforce Management and Dialer Operations driving accountability capability building and operational excellence
Own end-to-end workforce strategy including forecasting capacity planning and scenario modeling to align staffing with business demand
Oversee scheduling and real-time execution ensuring service levels productivity and operational targets are consistently met
Define and optimize dialer strategy including campaign design segmentation and dialing modes to maximize contact rates and agent efficiency
Monitor and analyze performance across WFM and dialer operations delivering insights and actions to improve forecast accuracy utilization and outcomes
Partner cross-functionally with Operations Recruiting Training and vendors to align staffing plans and execute against business objectives
Drive continuous improvement and scalability across contact center operations including process optimization tool enhancements and compliance adherence
About You
4 years of Workforce Management and/or Contact Center Operations experience with leadership responsibility
3 years managing dialer or contact center technology platforms
Strong analytical skills with ability to interpret large datasets and drive decisions
Experience with forecasting staffing models and contact center metrics (AHT adherence occupancy etc.)
Strong communication and stakeholder management skills
Bachelors degree in a quantitative or related field
Advanced Excel and data analysis skills; SQL experience preferred
Experience with dialer logic design campaign optimization and reporting
Experience working in multi-site or vendor-supported environments
Strong presentation and influencing skills
Work Location
Lehi Utah
The above locations are eligible offices for this locations have been determined to foster in-person collaboration with this roles team or the related business lines. We utilize a hybrid work model and our teams are in-office Tuesdays Wednesdays and -person attendance is essential for this roles success and remote placement will not be offers relocation based on actual job level.
Time Zone Requirements
Primarily MT
While the position will primarily work local hours LendingClub is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.
Travel Requirements
Monthly/quarterly/as needed travel to LendingClub offices and/or other locations as needed.
Compensation
The target base salary range for this position is 00. The base salary of the role will be determined by job-related knowledge experience education skills and location. Base salary is just one part of LendingClubs Total Rewards package. You may also be eligible for long-term awards (equity) and an annual bonus (which is based on company performance employee performance and eligible earnings).
Were 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
Required Experience:
Manager
About Company
We’re rewriting the rules of traditional banking, and we only win when our customers succeed. Personal loans up to $60,000, savings, CDs and more. Check your rate online in minutes without impacting your credit score.
