WFM Analyst
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Job Summary
Happen Bank(formerly LendingClub)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.
Run staffing scenarios and analyzes them to recommend enhancements to staffing and scheduling foroptimalcoverage and achievement of service level/abandon rate goals
Prepare assign and communicateoptimalschedules 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 weeks call forecast and non-production plan andidentifyrisks 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 departmentsidentifysolutions and lead projects to remedy
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 setsidentifytrends 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 areeligibleoffices for this locations have been determined to foster in-person collaboration with thisrolesteam or the related business lines. Weutilizea hybrid work model and our teams are in-office Tuesdays Wednesdays and -person attendance is essential for thisrolessuccess and remote placement will not be considered.Happen Bankoffers relocation based on actual job level.
Time Zone Requirements
Primarily MT
Travel Requirements
Monthly/quarterly/as neededtraveltoHappen Bankoffices and/or other locations as needed.
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 visionplansfor employees and their families 401(k) match health and wellness programs flexible time off policies for salaried employees up to16 weekspaid parental leave and more.
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Happen Bank 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
Notice on AI Tool Use
For select roles and locations candidate interviews may be recorded transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process.
You will have the opportunity to opt out of recording transcription and summarization prior to any scheduled interviews. We will not discriminate against you if you choose to opt out.
During the interview we will collect the following categories of personal information from or about you: contact information identifiers professional and employment-related information sensory information (audio/video recording) and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment.
We will only share your interview transcription or summary with persons whose expertise or technology is necessary to process your application evaluate your fitness for a position and administer or support the tool. We will not sell your personal information or disclose it to any third party for their marketing purposes. For more information about how we will handle your personal information please refer to our Privacy Disclosure.
We will delete any recording of your interview promptly but in no event later than 30 days after making a hiring decision.
Required Experience:
IC
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.
