Workforce Management Analyst II

2 days ago

Apply Now

Receive Emails with Similar Jobs

Affirm

WebsiteLinkedInAll Job Openings

We’re excited to announce that Affirm is now a remote-first company$1. !$1

eCommerce • Payments • Installment Loans • Millennials • Financial Services

1001 - 5000

💰 Post-IPO Equity on 2021-01

Description

•Responsible for planning, scheduling, maintenance, and daily management of agents skills •Analyze historical call, email, chat, and case volumes to forecast and optimize workforce •Create omni channel short term and intraday staffing plans •Manage all employees and vendor employees skill sets within the system •Monitor volumes and scheduling adherence in all systems in real time •Identify trends, find opportunity for improvement, drive efficiency and increase productivity

Requirements

•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

Benefits

•Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents •Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses •Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge •ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount