Workforce Capacity Manager (Remote)

over 1 year ago
Full time role
Remote · United States... more
Remote · United States... more

Company

Aspiration is in the business of fighting the climate crisis. We help people and businesses build sustainable impact into what ...

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Job Description

Aspiration is in the business of fighting the climate crisis. We help people and businesses build sustainable impact into what they do every day by making it easy, automated, and powerful -- whether it is in the ways people spend and save their money or the ways businesses engage their customers and employees. Across our initiatives--from our debit and credit cards to our global scale reforestation and carbon credit projects--the estimated cumulative climate impact of the Aspiration community thus far is the equivalent of taking every car in the state of Wyoming off the road for a year. With more than 7 million members, over $550 million in funding to date, and a commitment to plant one billion trees by 2030, Aspiration is not only a certified B Corporation but has been named to the “Best for the World” list of the top five percent of highest scored certified B Corporations five times in a row.
The Workforce Capacity Manager is responsible for the workforce management team and systems, staff modeling and capacity planning, and contact/workload forecasting with the goal of meeting business service levels in supported departments without exceeding (or falling short of) staffing requirements, making use of analysis and by providing data-driven hiring recommendations to meet staffing needs over time. 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.

What You'll Do

  • Supervise real-time agent activity monitoring and queue monitoring workload and support/administer related systems and processes
  • Lead Workforce Management team
  • Supervise, coach, develop, and mentor direct reports
  • Maintain business awareness of service level performance and provide relevant actionable recommendations to achieve same
  • Administration of Workforce Management software
  • Administration of Telephony/ACD/VCC software, including updates to the IVR and Business Continuity Planning for call routing 
  • Provide analysis of contact arrival patterns, queue configuration details, and efficiency measures
  • Provide detailed contact and workload forecasting (both inbound/outbound contact and banking operations task/workload)
  • Provide needed reporting to upstream consumers
  • Staff modeling and capacity planning
  • Trend analysis of absenteeism, PTO planning, seasonal contact variances, attrition, and time utilization
  • Develop and document key thresholds to support appropriate action within identified internal service levels
  • Collaborate with cross-functional leadership to ensure service level goals are met within supported departments
  • Manage expectations and assumptions, resolve conflicts and issues that can negatively impact the success of your program
  • Act at all times in a manner that is ethical and aligned with the regulatory obligations of the firm, and our partners

What You'll Bring

  • Must have 3-5 years of experience including intraday queue management, workforce management scheduling, contact forecasting, and capacity and resource planning
  • Real-time monitoring practices (common in call centers) and pattern analysis experience
  • Exceptional familiarity with relevant labor laws (wage/hours, leaves, break/meal period requirements)
  • Exceptional written and verbal communication skills
  • Demonstrated attention to detail
  • Strong analytical, problem solving, and organizational skills
  • Exceptional Excel skills
  • Experience with one or more implementations of WFM/ACD software systems
  • Relevant certifications for automated call distribution systems/virtual call centers
  • Relevant certifications for WFM systems
  • Progressive experience demonstrating professionalism, growth, and trustworthiness and the dedication to continued growth
  • Demonstrated investment and excellence in formal or informal learning and development, equivalent to a Bachelor’s degree
  • Entrepreneurial - you do what it takes to achieve our goals, without having someone telling you what to do
  • Curiosity – when your work is finished, you are driven to enrich yourself and your team by learning and applying new things
  • A functional understanding of banking and investment products
  • Strong proficiency with personal computers and business productivity software
  • Experience in FinTech or Financial Services working in a fast-paced environment

What You'll Get

  • Work for a mission-driven company to transform the lives of millions by building a better, values-oriented financial firm.
  • Opportunity to be part of and to contribute to ESG, as a steward of social and environmental change.
  • Participation opportunities in Diversity, Equity and Inclusion employee activities and events
  • Robust benefit offerings, including medical, dental, vision and 401k.
  • Parental Leave expansion (12 weeks of paid leave over the course of a year)
  • Pet Insurance and other voluntary benefit plan offerings
  • Unlimited vacation time and 80 hours of sick time annually
  • 12 Paid Holidays
  • Work from home setup and equipment reimbursement
  • Semi - annual performance reviews
  • Employee Referral Bonus Program

Bonus Points

  • Passion for user experience, customer service, and social good
  • Additional years of relevant experience
  • Experience working in a bank with a broad set of responsibilities leading to a ‘big picture’ understanding of what is necessary to operate them successfully
  • Experience in an organization that is recognized for outstanding customer service and customer experience
  • Excellence in business productivity and project management software (Adobe, Google Suite, Microsoft)
  • Advanced proficiency with cloud-based business intelligence, project management, content management, or case management software (Atlassian Confluence and Jira, LucidChart)
  • Working proficiency with software languages that are useful in an environment isolated from production engineering (SQL, Python, R, M, DAX, etc.); ability to apply this proficiency to accelerate day-to-day business needs
  • Demonstrated and substantial success in mentoring peers, building processes, creating business value, or creating uniquely fantastic customer experiences at scale; bonus if any of these were in a financial services environment
  • Experience utilizing TalkDesk

#LI-Remote
Aspiration is proud to be an ESG company.  We are an equal opportunity workplace. Diversity at Aspiration is not just compliance-driven. Diversity is our compass to drive equitable practices; to celebrate individuality; and to foster the uniqueness within each of us that makes our products, services, and culture better than most. Yes, we are proud to be a DEI company and we encourage everyone, inside and outside of Aspiration, to show up as you are and as you want to be, every day.
This organization participates in E-Verify.  Find more information here!
#BI-Remote #LI-Remote

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