WFM Analyst

Current Employees of Lending Club:
Please apply via your internal Workday Account

Lending Club (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.

• Run staffing scenarios and analyzes them to recommend enhancements to staffing and scheduling foroptimalcoverage and achievement of service level/abandon rate goals

• Prepare, assign, and communicateoptimalschedules 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 andidentifyrisks 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 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, and shift bids

• 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 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

• Strong 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

Work Location
Lehi, Utah

The above locations areeligibleoffices for this role. The locations have been determined to foster in-person collaboration with thisrole’steam or the related business lines. Weutilizea hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for thisrole’ssuccess, and remote placement will not be considered. Lending Cluboffers relocation, based on actual job level.

Time Zone Requirements

Primarily MT

Travel Requirements
Monthly/quarterly/as neededtravelto

Lending

Cluboffices and/or other locations, as needed.

We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and visionplansfor employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to16 weekspaid parental leave and more.

#LI-Hybrid
#LI-SS1

Lending Club is an equal…