Manager, Workforce & Vendor Management

About Our ClientOur Client is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Reporting to the Senior Manager of Servicing Operations, the Manager of Workforce & Vendor Management will be accountable for the management of the outsourcing team responsible for real-time planning and intra-day monitoring (80% of job function) to ensure that service level and performance measures are met. In addition, this position will lead a team of internal WFM analysts that are responsible for strategic business deliverables and critical business impacts (20% of job function).

The Outsource Workforce Management teams ensure the service level targets are met in conjunction with business cost optimization through the management of adjusting schedules real-time to meet the demands of the business requirements.

What You’ll Do:Develop, maintain, and optimize WFM processes/efficiencies, engaging across the company and providing high-quality resolutions to customers' needs and managing to quality standards Manage the WFM outsource vendor performance to ensure performance deliverables exceed requirementsEnd-to-end ownership of performance while ensuring thorough communication throughout the organization. This includes keeping key stakeholders informed of any real-time impactors (spike in volumes, outages, etc.) and providing recommendations on mitigating the impact. These impacts could require after-hours support (Overnights, weekends, and evening hours)Creation of data analysis, including trends, root cause impacts, what/if data scenarios, cost scenarios while leveraging performance data and analysis to propose improvements. From that data, pivoting the business to ensure performance impacts are addressed, in addition to reporting out to leadership of analysis, impact, and resolution proposals.Highlight the need for productivity efficiencies through data insights from a budget and financial performance perspectiveGenerate and drive to completion cost efficiencies while enabling a culture of thoughtful planning, open and clear communicationEnsure accountability at the outsourcer for 1-day, 2-week, and 2-month intra-day management of scheduling proceduresManage internal analysts to review queues to identify opportunities within the business that will eliminate risk, drive efficiencies, and reduce costs.Partner with business stakeholders to ensure clear communication on actions that need to be taken to ensure business requirements are delivered. Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of the team and creating an environment where people can excel through accountability, encouragement, and empowermentPartner with planning to deliver forecasts to outsource vendors, manage meetings between outsource vendor teams and internal planning teams to discuss, align and confirm accountability requirements.Construct reporting parameters and operating procedures to ensure business stakeholders are informed on the following:Be available to support both outsource and internal teams for any business-impacting events and provide timely updates to business stakeholders until the impact is resolved across all hours of business operationsOwnership of business deliverables in regards to cost deliverables versus planned budget

What They Look For:Must have at least 10+ years of experience in Workforce Management & Planning and 2+ years in Vendor Management experience with people leadership experience in a regulatory environmentSuperior analytical and problem resolution skills to analyze all data to evaluate and solve problems incorporating multiple perspectives.A strong communicator, influencer, motivator, and decision-maker with demonstrated ability to work effectively with people at all levelsStrong experience in Salesforce omni-routing for email and chat Self-starter with a strong sense of urgency and accountability and has an excellent focus on attention to detail with the capability to work and make decisions in a fast-paced environmentSuperior analytical and problem resolution skills. Must be able to evaluate and solve problems incorporating multiple perspectives.Ability to make, articulate, and implement data-driven decisionsExperience with leading workforce management tools and methodologies, specifically NICE WFM (IEX) and AWSExperience with workforce planning in a multi-skilled agent environmentExperience with business cost planning and accountability of delivery to cost targets

Salary RangeUSA base pay range (CA, WA, NY, NJ, CT) per year:Min: $142,500 - Max: $185,300USA base pay range (all other U.S. states) per year:Min: $114,000 - Max: $148,200

BenefitsHealth care coverage - The hiring company 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 expensesTime off - competitive vacation and holiday schedules allowing you to take time off to rest and rechargeESPP - An employee stock purchase plan enabling you to buy shares of the hiring company at a discount