Workforce Management Analyst II

Affirm aims to provide better financial products to improve the lives of consumers. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us the most. Our team engages Affirm customers through our online resources and 1:1 care. We represent the voice of the consumer and work closely with cross-functional partners across Affirm to make our products and policies better. We're looking for people with excellent analytical and communication skills who are passionate about the consumer and helping them get the most out of Affirm.

As a Workforce Management Analyst, you are responsible for planning, scheduling, maintenance, and daily management of agents skills along with business rules for queues and workflows.  This position will analyze historical call, email, chat, and case volumes to forecast and optimize our workforce to meet service level goals. This is a job with a title that provides nothing but opportunity for the right candidate.  

In the Workforce Management Analyst role, you will create omni channel short term and intraday staffing plans to be optimized against work schedules to help create the foundation for planning the growth of Affirm’s customer operations team.  You will also manage all employees and vendor employees skill sets within the system to handle work volumes including calls, chat, email, and casework.  With impeccable technical (SQL, spreadsheets) and analytical skills you will help glean the opportunities we have for efficiencies and growth. 

What You'll Do:

• Forecasting accurate short-term and intraday volumes, handle times, & shrinkage for all operational teams including our vendor network is imperative to meet service levels throughout the day. Forecast to include new product releases.
• Define business requirements and develop contact routing rules
• Adept at understanding Service Level and doing deep dives to clearly explain variances from forecast
• Articulate a story based on data findings and ability to tell that story to a group including senior leadership.
• Take a proactive approach to incident management including identifying and researching issues, as well as helping to drive resolutions
• Finds joy in creating, implementing, and documenting processes that are repeatable and scalable
• Accurately project and optimize agent schedules to meet interval-staffing requirements.  This will be  done through a variety of tools & models. 
• Monitor volumes and scheduling adherence in all systems in real time, and adjust skills, business rules and workflows appropriately
• Analyze data to identify trends, find opportunity for improvement, drive efficiency and increase productivity
• Analysis of labor hours, exception hours, productivity and attendance
• Partner with and support the In-house Operation Team and  Vendor Management Team to establish and maintain the hiring plan
• Expected output from this role includes, but is not limited to: Data related to KPI projections and results, executive summary of KPI projections and results, weekly updates on the hire plan and staffing performance, quarterly WFM reviews highlighting progress & plans, and more.
• Database administration of IEX workforce management, SalesForce, AWS, and other systems.

What We Look For:

• Minimum qualifications: 
• BA or BS/MS degree with strong academic record in a quantitative discipline or equivalent work experience
• Must have 2+ years of experience writing SQL complex queries to perform data pulls, analysis to inform business decisions.
• 4+ years of Workforce Management experience in a Omni-Channel, skill based contact center environment required
• Previous experience in simulation & statistical modeling preferred
• Experience generating short term and intraday forecasts; varies between 1 to 8 weeks out
• Strong experience working with Google Workspace, IEX, AWS, SalesForce, Sigma Reporting, SQL databases, Google Sheets and analytics tools
• Plenty of experience working with relational datasets and developing analysis or building models with this data
• Keen business insights rooted in analytic approach
• Open to learning and practicing new processes, freely communicating ideas, and committed to the best end result
• Well‐developed sense of urgency and follow through
• You go out of your way to help and communicate with your teammates
• Understanding of Key Performance Indicators for the contact center industry for a multimedia, omnichannel environment
• Experience working with BPO Vendors in the U.S. and Internationally
• Ability and willingness to be on call in a 24 x 7 environment and have a flexible schedule

Pay Grade - E

Equity Grade - 2

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

CAN base pay range per year: $63,000 - $83,000

Please note that visa sponsorship is not available for this position.

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Last updated on Aug 28, 2024