Workforce Management Lead, CX Operations
Company: Earnin
Location: Palo Alto
Posted on: February 15, 2021
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Job Description:
Workforce Management Lead, CX Operations Earnin is a
community-supported financial platform with a suite of tools that
let people take control of their financial future. Earnin started
out by solving one of the greatest - and least discussed -
inequities in the American financial system: the practice of
employers paying workers bi-weekly. Earnin's core product, Cash
Out, allows people to access the pay they've already earned. There
are no loans or hidden costs. People pay what they choose. Other
products include: Balance Shield, which helps prevent overdrafts, a
financial calendar that helps people budget and schedule payments,
and Tip Yourself - a revolutionary free social savings app.
Funding: Series C, current funding partners include Andreessen
Horowitz, DST, Matrix Partners, Ribbit Capital, Felicis Ventures
and March Capital.-- Join us and help build a new financial system
focused on fairness and people's needs. You can help make a
difference! About the Team/Role: As a Fintech company where
customer experience is an integral and growing function, our
success relies highly on effective workforce management planning,
forecasting, and optimization to deliver a world-class customer
support experience at scale.-- We're looking for an ambitious
individual to be our first dedicated Workforce Management Lead to
define and own workforce management (WFM) planning for our 24x7
operation of more than 500 agents. The ideal candidate gets excited
about using data to influence stakeholders, wants to make a big
impact on our community's experience, and brings both technical and
contact center operations expertise to drive workforce management
initiatives and activities across partner and internal sites.-- The
Workforce Management Lead will be responsible for taking our effort
to the next level including implementing the tools and processes
necessary to do so. This role will work closely with Analytics and
Finance teams and will own all phases of demand forecasting,
budget, and labor scheduling. The Workforce Management Lead will
partner with the Product team and other members of the Customer
Experience (CX) team to optimize and improve the experience of our
community and advocates. The ideal candidate will be analytically
driven, innovative, collaborative, and passionate about workforce
management, customer support operations, and optimization. This is
an exciting opportunity to develop and to test different
forecasting methodologies to improve forecast accuracy and build
analytical tools to ensure balanced SLA across all channels and
intervals. What You'll Do:
Will you now or in the future require sponsorship for employment
visa status (e.g. H-1B visa status)? --*
Keywords: Earnin, Palo Alto , Workforce Management Lead, CX Operations, Executive , Palo Alto, California
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