Reporting to the Senior Manager of Servicing Operations, the Manager of Workforce & Vendor Management will be accountable for the management of the outsourcing team responsible for real time planning and intra-day monitoring (80% of job function) to ensure that service level and performance measures are met. In addition, this position will lead a team of internal WFM analysts that are responsible for strategic business deliverables and critical business impacts (20% of job function).

The Outsource Workforce Management teams ensure we meet the service level targets in conjunction with business cost optimization through management of adjusting schedules real time to meet the demands of the business requirements.

What You’ll Do

• Develop, maintain and optimize WFM processes/efficiencies, engaging across the company and providing high-quality resolutions to our customers’ needs and managing to our quality standards 

• Manage the WFM outsource vendor performance to ensure performance deliverables are exceeding requirements

  • Ensure thorough communication and prioritization of business goals daily

  • Hold vendors accountable to Key Performance Indicators which include, but are not limited to SLA, compliance and contractual obligations.

  • Develop a deep understanding of Affirm’s business and workforce strategies, and combine that knowledge with an understanding of industry standards to continue to develop teams.

  • Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment

  • Provide consultative support in partnership with internal departments to drive decisions impacting service delivery and customer experience

  • Establish vendor relationships that drive confidence, accountability, support, and strategic alignment through meaningful engagements and initiatives

  • Manage the vendors performance through data analytics and partner relationship management

  • Site visits to build relationships, conduct site audits and side by side to ensure proper tool assessments and usage

• End to end ownership of performance while ensuring thorough communication throughout the organization. This includes keeping key stakeholders informed of any real-time impactors (spike in volumes, outages, etc.) and providing recommendations on mitigating the impact. These impacts could require after hours support (Overnights, weekends and evening hours)

• Creation of data analysis, including, trends, root cause impacts, what/ if data scenarios, cost scenarios while leveraging performance data and analysis to propose improvements. From that data, pivoting the business to ensure performance impacts are addressed in addition to reporting out to leadership of analysis, impact and resolution proposals.

• Highlight need for productivity efficiencies through data insights from budget and financial performance perspective

• Generating and driving to completion cost efficiencies, while enabling a culture of thoughtful planning, open and clear communication

• Ensure accountability at the outsourcer for 1 day, 2 week and 2 month intra-day management of scheduling procedures,

• Manage internal analysts to review queues to identify opportunities within the business that will eliminate risk, drive efficiencies and reduce costs.

• Partner with business stakeholders to ensure clear communication on actions that need taken to ensure business requirements are delivered. 

• Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of the team and creating an environment where people can excel through accountability, encouragement, and empowerment

• Partner with planning to deliver forecasts to outsource vendors, manage meetings between outsource vendor teams and internal planning teams to discuss, align and confirm accountability requirements.

• Construct reporting parameters and operating procedures to ensure business stakeholders are informed of the following:

  • Performance for all contact channels across all verticals

  • Delivery of automated reporting for intra-day, daily and monthly reporting

  • Construct robust reporting and tracking for business impacting events that include cost impact, performance impact and consumer satisfaction impact

• Be available to support both outsource and internal teams for any business impacting events and provide timely updates to business stakeholders until impact is resolved across all hours of business operations

• Ownership of business deliverables in regards to cost deliverables versus planned budget

What We look for:

• You must have at least 10+ years experience in Workforce Management & Planning and 2+ years in Vendor Management experience with people leadership experience in a regulatory environment

• Superior analytical and problem resolution skills to analyze all data to evaluate and solve problems incorporating multiple perspectives.

• A strong communicator, influencer, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels

• Strong experience in Salesforce omni routing for email and chat 

• Self-starter with strong sense of urgency and accountability and has excellent focus on attention to detail with the capability to work and make decisions in a fast paced environment

• Superior analytical and problem resolution skills. Must be able to evaluate and solve problems incorporating multiple perspectives.

• Ability to make, articulate and implement data-driven decisions

• Experience with leading workforce management tools and methodologies, specifically NICE WFM (IEX) and AWS

• Experience with workforce planning in a multi-skilled agent environment

• Experience with business cost planning and accountability of delivery to cost targets

Pay Grade - USA69
Employees new to Affirm or promoted into a new role, typically begin in the min to mid range.

USA base pay range (CA, WA, NY, NJ, CT) per year:
Min: $142,500
Mid: $163,900
Max: $185,300

USA base pay range (all other U.S. states) per year:
Min: $114,000
Mid: $131,100
Max: $148,200

Please note that visa sponsorship is not available for this position.
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