WFM Scheduling Analyst

At Aspiration, we created the category of sustainable, socially responsible retail consumer finance. We offer unique financial products to let people save, spend, and invest their money in ways that make them more financially secure and align with their personal values. Unlike other financial institutions, Aspiration is committed to building a relationship with our customers based on trust and aligning the customer’s success with our own. Aspiration has raised over $250M in funding to date, and is growing quickly.
Aspiration Values
Action: We take initiative. We are doers, not bystanders.
Boldness: We don’t tinker, we transform.
Customer-Centered: Our customers are at the core of our business. Delivering for them is our North Star.
Diligence & Dedication: We do what we say we’re going to do, when we say we’re going to do it.
Entrepreneurial: Act like an entrepreneur not an employee, generate results for the company and customers everyday.
Aspiration is looking for a Workforce Management (WFM) Analyst  to oversee internal and external partner requests regarding real-time activities, reporting and staffing adjustments.

What You'll Do

• ACD (Automatic Call Distributor): create, update, and deactivate user accounts, ring groups (queues) maintenance and IVR phone tree creation and updates
• Utilize Workforce Management (WFM) software to generate schedules, shift templates and create and maintain user accounts 
• Schedule call center reps and all required training; track all required training sessions as reps progress in tenure and ensure 
• Prepare schedules for Operations Specialists weekly with all necessary meetings, training, PTO, added, so an accurate tally of hours can be summarized for each business function (Account management, checks, disputes, etc.)
• Real-time queue management: utilize tools to watch inbound call queues, ensure agents are on task as scheduled and each ring group is staffed, making adjustments as necessary
• Track attendance (late, leave early, absent), check reps are starting shift on time as scheduled to ensure phone coverage, report / document ownership and upkeep. Daily, weekly, monthly and ad hoc reporting.
• Learning & Development responsibilities include maintaining documentation for all trainings (new hire and established reps) and serving as Wyzed administrator so that training modules can be distributed as needed, until new L&D team is developed

What You'll Bring

• Bachelor's degree is preferred but not a requirement
• 2-5 years experience in a workforce environment
• Experience with call center adherence requirements, scheduling and ability to understand WFM and IVR software (NICE inContact, Calabrio,TalkDesk, etc.)
• Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.)
• Ability to perform basic IVR functions (basic call routing)
• Advanced understanding and application of contact center operations including the WFM cycle, IVR concepts, skill routing and related terminology
• Sound decision-making skills with the proven ability to apply logic to resolve complex problemsStrong analytical skills required
• Position is 40 hours per week and is 100% remote

What You'll Get

• Making an impact for a company with a mission of transforming the financial industry and the lives of millions
• Competitive salary and equity incentives
• Robust healthcare plans, 401K and unlimited vacation time
• Diverse & inclusive culture