WFM Analyst

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.

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
• 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
• Time Zone Requirements
• Primarily MT
• Travel Requirements
• Monthly/quarterly/as needed travel to LendingClub offices and/or other locations, as needed.
• #LI-Hybrid
• #LI- SS1
• We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.

Benefits

Additional Information

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.

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