Sr Director, WFM and Analytics

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Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation fintech company using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

The Senior Director, Global Workforce Management (WFM) is responsible for ensuring that SoFi Operations is equipped to meet our members’ support needs by having the right staff in the right place at the right time. In this role, you will lead a global team of both internal and outsourced workforce professionals, ensuring operational excellence in areas such as schedule creation, real time optimization, and short & long term resource forecasting. You will oversee team strategy and metric performance, owning decisions across infrastructure, personnel, process, and work prioritization. This role would represent WFM at a senior level within the organization and be the expert within the company for workforce resource strategy, best practices, innovation, and insight.

What you’ll do:

• Coach and mentor a team of Workforce Management Leaders, with a focus on professional development and instilling a sense of pride and empowerment in our work
• Support the vision and strategy for SoFi’s Workforce program, creating an inspirational and actionable roadmap that answers the question “where are we going and how will we get there?”
• Take ownership of service level (SLA) achievement, ensuring WFM provides accurate resource projections, optimized schedules, and real time adherence support, while collaborating with business leaders to identify and escalate non-WFM performance issues that negatively impact service levels
• Partner with key business leaders across the organization
• Establish team OKRs (objectives and key results), decision prioritization and sequencing of projects, and supervise the execution of WFM initiatives
• Identify and optimize the ideal infrastructure for the WFM team (i.e. tools, WFM software, reporting, etc), carefully considering scale, budget, and functional requirements
• Build, deliver, and oversee an FTE lock file for our partner (BPO) sites
• Directly contribute to SoFI’s annual planning process, using your financial acumen to optimize a multi-million dollar P&L.  In addition, contribute to the re-forecasting process that takes place throughout the calendar year.
• Develop a strong partnership with Finance and Operations functions to drive effective and continuous collaboration

 

What you’ll need:

• BA/BS degree in an analytical field, or equivalent experience, with the ability to build scorecards/dashboards independently
• Expert knowledge of Call Center KPIs, with demonstrated experience delivering top results
• 8+ years leading Workforce Management teams, including leading other leaders, across all WFM functions (capacity planning, RTA, WFA, etc), Including experience leading offshore/nearshore teams
• Expertise with Workforce Management platforms/software (e.g. Calabrio, NICE IEX, Aspect, Genesys, Intradiem)
• Expertise in contact center forecasting, scheduling and capacity planning, for both internal and and outsourced headcount
• Experience leading quarterly planning cycles, strategy and roadmap development, target setting and project prioritization
• Project management experience, including structuring a problem, developing a roadmap and timelines, and then experience delivering on schedule
• Ability to communicate effectively at all levels of the organization, and especially with senior and/or executive leaders

 

Nice to have:

• Experience in consumer finance (lending, credit card, checking and savings, wealth management, etc.)
• Proficiency with data analytics tools such as Tableau
• Experience with SQL
• Experience with excel database tools Hyperion, TM1

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