Affirm is hiring a
Workforce Management Analyst II

Summary

Join Affirm's team as a Workforce Management Analyst and contribute to delivering excellent customer care while analyzing historical call volumes to forecast and optimize the workforce. This role will create omni-channel short-term and intraday staffing plans, manage employee skill sets, and analyze data to identify trends and opportunities for improvement.

Requirements

• BA or BS/MS degree with strong academic record in a quantitative discipline or equivalent work experience
• Must have 2+ years of experience writing SQL complex queries to perform data pulls, analysis to inform business decisions
• 4+ years of Workforce Management experience in a Omni-Channel, skill based contact center environment required
• Previous experience in simulation & statistical modeling preferred
• Experience generating short term and intraday forecasts; varies between 1 to 8 weeks out
• Strong experience working with Google Workspace, IEX, AWS, SalesForce, Sigma Reporting, SQL databases, Google Sheets and analytics tools
• Plenty of experience working with relational datasets and developing analysis or building models with this data
• Keen business insights rooted in analytic approach
• Open to learning and practicing new processes, freely communicating ideas, and committed to the best end result
• Well‐developed sense of urgency and follow through
• You go out of your way to help and communicate with your teammates
• Understanding of Key Performance Indicators for the contact center industry for a multimedia, omnichannel environment
• Experience working with BPO Vendors in the U.S. and Internationally
• Ability and willingness to be on call in a 24 x 7 environment and have a flexible schedule

Responsibilities

• Forecasting accurate short-term and intraday volumes, handle times, & shrinkage for all operational teams including our vendor network is imperative to meet service levels throughout the day
• Define business requirements and develop contact routing rules
• Adept at understanding Service Level and doing deep dives to clearly explain variances from forecast
• Articulate a story based on data findings and ability to tell that story to a group including senior leadership
• Take a proactive approach to incident management including identifying and researching issues, as well as helping to drive resolutions
• Finds joy in creating, implementing, and documenting processes that are repeatable and scalable
• Accurately project and optimize agent schedules to meet interval-staffing requirements
• Monitor volumes and scheduling adherence in all systems in real time, and adjust skills, business rules and workflows appropriately
• Analyze data to identify trends, find opportunity for improvement, drive efficiency and increase productivity
• Analysis of labor hours, exception hours, productivity and attendance
• Partner with and support the In-house Operation Team and Vendor Management Team to establish and maintain the hiring plan
• Expected output from this role includes, but is not limited to: Data related to KPI projections and results, executive summary of KPI projections and results, weekly updates on the hire plan and staffing performance, quarterly WFM reviews highlighting progress & plans, and more
• Database administration of IEX workforce management, SalesForce, AWS, and other systems

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount