Earnest

About the job

At Earnest, we believe in a world where paying for your education takes less time than earning your degree. Join us on our mission to empower anyone seeking higher education to reduce the total price tag of their degree, supercharge their ability to pay down student debt, and get on the right financial track fast.

A little background on Earnest We’re a remote first FinTech company with an accomplished team who believe consumer lending can be radically improved and are doing something about it. We are disrupting the trillion dollar student loan industry by redefining what it means to be creditworthy. We created a company that combines data science, streamlined design, and technology to

Build products that simplify the lending process
Personalize loans to suit the needs of our customers
Engage with our customers through more human experiences

What Makes An “Earnie” Culture

Earnest’s culture is as dynamic as the products we’re building and defining every day. We’re a fast-growing company, and that means we’re constantly integrating the new perspectives of every individual.

Earnies define our culture as

Earn Happy Clients
- Client happiness is our true north star.
Make it happen
- We work hard to deliver high-impact results at rapid pace.
Growth Mindset
- We love challenges, enjoy rigorous effort, and learn from our mistakes as we continuously improve.
Do great things together
- Success is built on relationships.
Insist on high standards
- We have relentlessly high standards and continuously raise the bar on the quality of everything our products, services, processes, and people.

Our Earnie’s are fun, innovative, and willing to rollup their sleeves to help their team succeed in a fast-paced environment. If this sounds like you, and you want to join us on our mission to radically disrupt a trillion dollar fintech industry, keep reading to find out how.

As the Workforce Operations Senior Analyst, you will work directly with Operations Management and Operations Support groups, to ensure optimal performance with client contact strategies across multiple channels. This position will work closely with Client Happiness, Credit Operations, Training, and Compliance to create and deploy strategies that maximize agent efficiency, right party contacts, and increase operational performance while also ensuring any and all state and federal requirements are adhered to. The Workforce Operations Senior Analyst will be responsible for all processes directly related to the support of each line of business within Operations.

You will report to the Head of Operations and will work on

Workplace Administration

Subject Matter Expert (SME) for multiple lines of business making them the primary point of contact for Operations in relation to contact and inbound application strategy.
Develops and analyzes contact and inbound application strategies including, but not limited to, contact and workforce management analysis to optimize internal processes
Creating, tracking, and reporting all shifts and their effectiveness to operations and making recommendations.
Maintain Skill sheet, Master Schedule, Team allocation by group and product.
Adjust contact strategies based on weekly overunder staffing outlook.
Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals/business objectives.
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives for a multi-department operation.
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-department operation.
Creates, generates, and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
Compares results to forecast and identify opportunities for improvement.
Provide daily/intra-day performance reports to leadership.

Operational Support Administration

Monitor and respond to Supervisor requests for troubleshooting, scheduling, and strategy updates
Responsible for ensuring all SLAs are met at the minimum standard or exceeded
Real-Time Monitoring and Strategy
Agent schedule updates
Partner with training to develop materials related to system updates and enhancements
Maintain process documentation for training and operations
Develop and compile daily, weekly, and monthly performance reports
Responsibility for creating and implementing Shift Bid procedures, when applicable

Performance and Analysis

Responsible for routine system audits, testing to ensure proper Operations and Compliance requirements are met
Analyze the results of all production reporting and make recommendations regarding strategic management of inbound contact forecasting and outbound dialing strategies
Develop and maintain controls around ensuring all Federal and State requirements are followed for outbound calling activities
Track contact center shrinkage both good and bad
Prepare management level reports
Track & report campaign penetration & saturation
Maintain agent skill sets in CX1 (NiceIncontact)

Testing & Projects

Assist in new WFM vendors implementation and upgrading of current software
Coordinate staffing for weekend and off hours work
Provide feedback to project managers on current testing results
Assist in Inbound IVR updates

Ideal background and expertise

4 years of Workforce management/analyst experience
2 year of Call Center experience
In-depth knowledge of business processes and Call Center operations
Demonstrated Analytical Skills
Strong working knowledge of Google Suite, Excel, and Google Sheets
Schedule flexibility to work outside office hours when needed
Demonstrated proficiency in Workforce Management Operations
Demonstrated proficiency with SQL and/or other analytical tools

Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits that include

Health, Dental, & Vision benefits plus savings plans
Work anywhere in the U.S.
Mac computers + work from home stipend to set up your home office
Monthly internet and phone reimbursement
Employee Stock Purchase Plan
401(k) plan to help you save for retirement plus a company match
Robust tuition reimbursement program
$1,000 travel perk on each Earnie-versary to anywhere in the world
Competitive days of annual PTO
Annual “my day”
Pet insurance!
Competitive parental leave
Plenty of Earnest swag, optional in person team gatherings, picnics, celebrations, and plenty of fun virtual events

At Earnest, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.