Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm proudly includes Returnly.
BEGIN JOB DESCRIPTION HERE
The Workforce Management (WFM) team works to ensure best in class customer service delivery through the optimized deployment of our servicing network balanced with cost guardrails and agent experience. In order to successfully achieve these mandates the WFM team is responsible for the day to day management of both internal and external contact center associates – including forecast execution, schedule management, the real-time monitoring and management of queues, skills, and agents to ensure compliance to internal and regulatory Service Level Agreements, and comprehensive reporting. This role provides in-the-moment data to our cross-functional partners. Workforce Management Assocates are at the forefront of agent interactions/performance and also provide insights on ways to improve and streamline processes using data as the basis for change each day.
What you’ll do
- Real-time monitoring of agent’s performance from all teams across all sites
- Answering team scheduling requests, maintaining an accurate schedule when last-minute changes arise (call-outs, late arrivals, meetings, team training), & coordinating events around peak call volume times
- Schedule segment entry for all vendor and operations agents
- Intraday real-time monitoring of service levels for all queues at all sites
- Drive real-time adherence to achieve service levels and efficiency metric goals
- Communicate and call out changes of incoming contact patterns to operations and the broader WFM team
- Have real-time communication with the Affirm and Vendor WFM teams when schedule/staffing changes need to be made
- Update and send reports related to the performance of Operations and vendors
- Provide assistance to the WFM Analysts as needed
What we look for
- Experience working with Excel, Google Sheets, and analytics tools
- Ability to multitask
- Strong organizational skills
- Ability to work independently with minimal supervision
- Open to learning and practicing new processes, freely communicating ideas, and committed to the best end result
- A well-developed sense of urgency and follow-through
- Attention to detail and accuracy
- Must be flexible with work schedules to accommodate different time zones
Location – Remote U.S.
Grade – USA64
Please note that visa sponsorship is not available for this position.
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