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Director of Workforce Management

Company: Chime
Location: San Francisco
Posted on: February 25, 2021

Job Description:

Chime is building a world-class member service organization, and we believe member support should be built around 3 guiding principles:

  • Frictionless product: Use member insights to mitigate member issues with a simple, transparent product
  • Self-service: Provide self-service and automated capabilities to help members solve their own problems; create community for members to support each other
  • Excellent support: When members do have to contact us, provide them with excellent service. The Director of Workforce Management will lead the workforce management (WFM) team responsible for scaling member support to meet the rapid growth of our business. This person will play a key leadership role in managing the outsourced workforce for a large, complex organization. S/he will apply their experience in and industry know-how to help set and execute against a workforce strategy. This leader will be a strong strategic thinker and have the ability to lead the team through operationalizing complex staffing solutions quickly. Your work - strategy, execution and continuous improvement - will impact thousands of BPO employees and millions of Chime members. This role requires an experienced leader - both technically and with contact center operations - who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact. You and your team will be accountable for substantially improving the quality of Chime's support through strong workforce management. In this role, you can expect to
    • Own short and mid-term planning cycles for a global network of 3,000+ outsourced agents. Includes forecasting, scheduling and real-time management
    • Lead long-term forecasting, in close partnership with Finance, for budgeting that incorporate planned efficiency and/or contact reduction initiatives
    • Own SLAs (e.g., meet variance-to-plan targets such as
    • Plan for 1-2X year-over-year growth, including identifying opportunities for improving support staffing
    • Own and execute against initiatives to support our WFM strategy, including the introduction of a new WFM tool, revamped reporting, and data integrity improvements
    • Develop relationships with WFM teams at multiple BPO vendors and sites; facilitate and participate in daily and weekly meetings with key internal and external stakeholders
    • Develop a high performing team, building a strong teamwork environment and investing in the personal development of your team To thrive in this role, you have
      • A Bachelor's Degree and 10+ years of experience in workforce planning, customer support, and technology
      • Prior professional experience with leading workforce management teams
      • Ability to move between the 10,000 foot level and the 100 foot level of data
      • Strong understanding of the tools and techniques necessary to staff agents to meet desired SLAs at the lowest cost possible
      • Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need. Comfortable with both setting the long-term strategy and making it happen, digging deep into the details
      • Proven track record of people management, including experience managing nimble and distributed teams
      • Ability and willingness to travel domestically and internationally, approx. 20% of the time (post COVID)
      • BPO operations or consulting background preferred but not required A little about us We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we've empowered millions of Americans to take control of their finances.-- Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more! We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others.-- What we offer

Keywords: Chime, San Francisco , Director of Workforce Management, Executive , San Francisco, California

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