Capacity and Scheduling Analyst, Workforce Management

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Who we are:

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The role

The Capacity and Scheduling Analyst is responsible for the centralized tasks of long- and short-term forecasting, functional scheduling processes and planning for Operations.

Key functional responsibilities include ability to forecast, strong understanding of long- and short-term staffing models, creation of optimal schedules, efficiency and coverage for successful day of execution.

The role supports all aspects of SoFi’s contact centers to include inbound and outbound calls, back office, traditional correspondence, and all digital channels (e.g. email, chat, and social media). The analyst will interact with leaders from operations and the broader Workforce organization, with emphasis on schedules and reporting, to ensure an optimal strategy is in place.

This role is integral in balancing quality, customer demand, and SoFi’s financial objectives.

The Capacity and Scheduling Analyst works together with Business Partners on decisions that impact the Business Units performance and budget within long term planning standards of 1-3yrs and short-term planning standards of 30–90-day period to ensure that headcount is efficiently deployed. The ability to influence peers and Business Partners on decisions that impact performance and budget standards.

What you’ll do:

• Develop and maintain a rolling 12-month collaborative demand forecast for key customers
• Maintain robust staffing models for each department within Operations
• Partner with leadership teams to ensure understanding of drivers and metrics to monitor staffing needs and impacts
• Partner with OPS stakeholders and Finance to understand budget impact and attain efficient staffing levels
• Effectively prepare and present information to Senior Management and Business Partners
• Ability to effectively influence others, including Senior Management and Business Partners
• This position is responsible for developing, improving, and maintaining tools to monitor and organize the related data
• Track, analyze and report on center and agent performance utilizing multiple reporting tenants and our scheduling tool
• Be responsible for the tracking and auditing of headcount for multiple centers. Ensure adequate resources are available 1 – 6 months in advance
• Accurately schedule agents against forecasted requirements that account for shrinkage, schedule inflexibility and AHT
• Lead weekly/monthly capacity and staffing review meetings with executive management detailing out historical performance, current outlook and future needs and positions
• Provide proactive recommendations based on long/short term staffing gaps
• Partner with Real Time Analysts to understand performance challenges for effective forecasting and scheduling models
• Create ad-hoc reports as needed
• Other duties as assigned
  
  
  

What you’ll need:

• Previous Workforce Management and/or Contact Center experience, Long term Capacity planning experience preferred
• Previous experience with Workforce scheduling tools (Calabrio, Aspect,IEX, Genesys)
• Excellent analytic, mathematical, and troubleshooting skills with ability to work with large amounts of data to identify both short-term and long-term trends and patterns
• Ability to lead through adverse circumstances and take ownership of expected and/or actual results
• Excellent interpersonal skills with the ability to interact with others in a positive and encouraging manner
• Proficient in MS Office/Google software
• Excellent organizational skills and strong attention to detail with ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment
• Strong oral and written communication skills
• Ability to effectively prepare and present information to Senior Manager and Business Partners
• Ability to effectively influence others, including Senior Management and Business Partners
• Proactively lead and oversee daily operations of assigned business projects
• Make decisions that reflect company core principles; be accountable for and hold others accountable to standard
  
  
  

Compensation And Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees

If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.