Engagement Manager
Cradle
Manager, Workforce Management
Affirm
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $124,000 - $190,000 per year
Job Level
SeniorLead
Tech Stack
SQLTableau
About the role
- Lead workforce management strategies to ensure optimal staffing levels and efficient resource allocation across customer service teams.
- Own performance management across core WFM metrics, including interval compliance, occupancy, schedule adherence, and shrinkage.
- Monitor real-time case management, ensuring adherence to SLAs and intervention in bottleneck situations.
- Collaborate with Planning to forecast case volumes, plan capacity, and balance workloads.
- Partner with Vendor Management (VM) to evaluate and optimize agent productivity, training needs, and performance gaps.
- Develop and implement performance monitoring frameworks to track key operational metrics, including case resolution times, SLA adherence, and customer satisfaction scores.
- Analyze operational data to identify trends, root causes of performance issues, and actionable insights to enhance efficiency.
- Create and present reports on performance trends, vendor comparisons, and service delivery insights to senior leadership.
- Conduct in-depth investigations into escalations, case volume spikes, and process inefficiencies to recommend corrective actions.
- Drive continuous process enhancements to streamline case resolution workflows and improve customer experience.
- Lead cross-functional initiatives aimed at refining case handling procedures, reducing backlog, and enhancing quality control.
- Collaborate with Training and Knowledge Management teams to ensure frontline agents are equipped with the necessary tools and knowledge.
- Identify opportunities for automation and AI-driven efficiencies to improve case management effectiveness.
- Assess case backlog trends and work with WFM and Planning to implement resource adjustments.
- Investigate vendor performance variances and partner with VM team to recommend corrective actions (e.g., targeted training, coaching programs).
- Analyze escalation patterns and work with Quality Assurance teams to refine agent workflows.
- Identify process breakdowns causing SLA breaches and lead structured interventions to resolve them.
- Provide leadership insights into performance gaps and recommend strategic initiatives to optimize service delivery.
Requirements
- 7+ years of experience in Workforce Management and business analysis, including at least 2–3 years in a leadership or strategy-focused role.
- Proven expertise in workforce management, business analysis, and customer operations.
- Strong data analytics skills, with proficiency in tools such as SQL, Tableau, Sigma, Excel, or similar platforms.
- Ability to drive process improvements through structured problem-solving and root cause analysis.
- Strong communication and leadership skills to collaborate with multiple stakeholders and influence decision-making.
- Background in fintech, technology, or high-growth environments is a plus.
Benefits
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementbusiness analysisdata analyticsroot cause analysisperformance managementcase managementprocess improvementsperformance monitoringcapacity planningSLA adherence
Soft skills
leadershipcommunicationcollaborationproblem-solvinginfluencinganalytical thinkingstrategic thinkinginterpersonal skillspresentation skillsteamwork
