LendingClub
WFMAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“WFM Analyst at LendingClub. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, workforce management, forecasting, Excel, presentation development. deploying our workforce against volume forecasts to achieve maximum efficiency across phone, email, back office, and credit review teams. tactical planning”
What You'll Achieve.
achieve maximum efficiency across phone, email, back office, and credit review teams; achieve service levels and key performance indicators on a daily, weekly, and monthly basis; optimal coverage and achievement of service level/abandon rate goals; maximize resources; meet customer experience expectations; fiscally responsible
Industry & Context.
analytical ability to interpret large data sets, identify trends, and drive action; Research and analyze process gaps in the various operations departments, identify solutions, and lead projects to remedy
Monthly/quarterly/as needed travel to LendingClub offices and/or other locations, as needed, Primarily MT
What They're Looking For.
Must Have
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, 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, Primarily MT
What You'll Do.
deploying our workforce against volume forecasts to achieve maximum efficiency across phone
and credit review teams
short to medium term schedule adjustment
historical trend analysis
reporting to ensure the contact center achieves service levels and key performance indicators on a daily
Run staffing scenarios and analyzes them to recommend enhancements to staffing and scheduling for optimal coverage and achievement of service level/abandon rate goals
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
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
Support the Mission Control team with exception processing
and intraday management as needed
Research and analyze process gaps in the various operations departments
and lead projects to remedy
How You'll Work.
Team & Collaboration
cross-functional coordination; coordinating with customer-facing departments; escalations with stakeholders at all levels; working independently or collaboratively; Attend weekly WFM meetings with department leadership and WFM analysts; Support the Mission Control team
Communication Scope
Communicates clearly, accurately, and promptly during escalations with stakeholders at all levels
Process & Methodology
lead projects to remedy
Full Job Description
### _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
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