Workforce Capacity Manager at Aspiration

| Greater LA Area | Remote
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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.
 
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
  • 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

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
  • Experience in FinTech or working in a fast-paced startup environment
  • 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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • PostgreSQLDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • LookerAnalytics
    • SegmentAnalytics
    • AmplitudeAnalytics
    • AdjustAnalytics
    • LucidchartsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • After EffectsDesign
    • ProcreateDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • ClickupManagement
    • SmarshManagement
    • ZenDeskCRM
    • MailChimpEmail
    • MandrillEmail
    • SendGridEmail
    • IterableEmail
    • Impact RadiusLead Gen

Location

We're located in Marina Del Rey, steps from bars, shops, and restaurants. On Fridays there's a local farmer's market right on our block!

An Insider's view of Aspiration

What’s the vibe like in the office?

Aspiration has some of the smartest, most hard-working, and fun people I have ever worked with. The vibe is very fast-paced and exciting, and management is good at adjusting to different people’s work styles, allowing employees to work remotely and even bring their pups in on Fridays.

Jordan

Data Analyst

What's the biggest problem your team is solving?

We use cutting edge technology to solve both dated financial problems and problems that impact our environment. Aspiration is unique in that we are a financial firm focused on environmentalism while putting people before profits. For every solution we have to a banking problem, we're challenged with having an equal or greater impact on the world.

Chloe

Product Manager

How does the company support your career growth?

I joined Aspiration as an Account Manager. Now, I manage an affiliate program of 80+ accounts and support our direct media partners. In 1 year, I've grown beyond my own expectations. From leading a large product implementation to planning off-site activation events, my need of not being in a complacent position has been met from the moment I joined

Andre

Affiliate Manager

What are Aspiration Perks + Benefits

Culture
Volunteer in local community
Aspiration has participated in several volunteering activities, including Heal the Bay beach clean ups, LA Tech Gives Back beautification projects, and card making for Children's Hospital of LA.
Partners with Nonprofits
Aspiration partners with Accion, a nonprofit specializing in microloans. We give 10% of every dollar we earn to low-income Americans, funding up to $5,000 per person to jumpstart new businesses.
Friends outside of work
Eat lunch together
Intracompany committees
Aspiration has a communication committee that works to organize all-hands meetings, lunch and learns, and team-building events.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Aspiration employees can contribute up to $2600 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to the maximum plan limit for up to 13 weeks.
Dental Benefits
Our dental plan covers 90% of premiums.
Vision Benefits
Aspiration covers 90% of premiums for vision coverage.
Health Insurance Benefits
Aspiration's health insurance policy covers 90% of medical premiums.
Life Insurance
Aspiration pays for basic life insurance coverage valued at $20,000 Basic Life & AD&D.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Stock options are available to fulltime employees
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Aspiration provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Parking
Pet Friendly
Aspiration's pet policy is Occasional bring your pet to work days.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Aspiration hosts lunch and learn meetings on occasion.
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