WFM Analyst

Current Employees of Happen Bank: Please apply via your internal Workday Account Happen Bank (formerly LendingClub) 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. 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. This position is responsible for the tactical planning, short to medium term schedule adjustment, historical trend analysis, and reporting to ensure the contact center achieves service levels and key performance indicators on a daily, weekly, and monthly basis. What You'll Do Run staffing scenarios and analyzes them to recommend enhancements to staffing and scheduling for   optimal   coverage and achievement of service level/abandon rate goals   Prepare, assign, and communicate   optimal   schedules 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 and   identify   risks 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   About You 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 are   eligible   offices for this role. The locations have been determined to foster in-person collaboration with this   role’s   team or the related business lines. We   utilize   a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this   role’s   success, and remote placement will not be considered.  Happen Bank   offers relocation, based on actual job level.     Time Zone Requirements     Primarily MT     Travel Requirements     Monthly/quarterly/as needed   travel   to   Happen Bank   offices 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 vision   plans   for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to   16 weeks   paid parental leave and more.     #LI-Hybrid     #LI- SS1   Happen Bank is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.  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 [email protected].  Notice on AI Tool Use  For select roles and locations, candidate interviews may be recorded, transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process. You will have the opportunity to opt out of recording, transcription, and summarization prior to any scheduled interviews. We will not discriminate against you if you choose to opt out. During the interview, we will collect the following categories of personal information from or about you: contact information, identifiers, professional and employment-related information, sensory information (audio/video recording), and any other categories of persona