LendingClub

WFM Analyst

Lehi, UT

Sponsorship not specifiedDetected 30 days ago

ForecastingExcelHRISResearchLeadershipCollaborationOrganizational Skills

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.

Prepare, assign, and communicate optimal schedules to the agent population at regular intervals and manage shift bids as rebalancing requires
Create and manage the schedules of 600+ agents across four geographically separated contact center sites using Calabrio, our WFM software
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
Strong analytical ability to interpret large data sets, identify trends, and drive action

Strong understanding of contact center operations, systems, and key performance metrics
Experience with workforce management, forecasting, Excel, WFM systems like Verint/Five9, and presentation development

Skilled at managing flexible priorities and coordinating with customer-facing departments
Run staffing scenarios and analyzes them to recommend enhancements to staffing and scheduling for optimal coverage and achievement of service level/abandon rate goals

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 interviewaccommodations@lendingclub.com.
equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace.

This listing is sourced directly from LendingClub's careers page and normalized into a canonical job model.