Scheduling Analyst, Workforce Management

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The role
SoFi's Workforce Management is an organization designed to optimize people, processes, and technology. Our mission is to partner with SoFi business units to improve the customer experience, increase revenue, achieve service targets and maximize efficiency.
SoFi is seeking an experienced Scheduling Analyst responsible for monitoring and analyzing the contact centers' performance compared to staffing levels, both in real-time and historically to plan and schedule for offline activities. The Scheduling Analyst assists the Senior Scheduler and Capacity Planner to influence and guide peers along with Business Partners on conclusions that impact the team's performance and budget. To effectively support the team, candidates for this role must be precise with long/short term planning, forecast modeling and manage multiple tasks at a time.
The Scheduling Analyst interacts with leaders from Operations, Training and the broader Workforce Management organization. There is emphasis on keying and planning for vacations requests, holiday planning, schedule adjustments, offline activities, ticket processing, training, optimization of schedules and reporting to ensure an optimal strategy is in place. This role is integral in balancing quality, customer demand, and SoFi's financial priorities.
What you'll do:

• Assist Lead Scheduler and Capacity Planner in maintaining agent schedules and optimization within the groups and across multiple sites and partners, while ensuring the accuracy of underlying data.
• Responsible for the scheduling of discretionary activities, such as training, meetings and various offline activities.
• Ticket processing and schedule adjustments including but not limited to vacations requests, holiday planning, VTO/OT.
• Study trends and provide input on scheduling recommendations to improve coverage, efficiency and metrics including service levels, adherence and agent utilization.
• Provide outlook on coverage, scheduling and overtime opportunities.
• May assist in real-time monitoring when needed.
• Create ad-hoc reports as needed.
• Other duties as assigned.

What you'll need:

• Previous Workforce Management and/or Contact Center experience
• Proficient in Workforce scheduling software(ex. Calabrio)
• Excellent research and troubleshooting skills with the ability to work with large amounts of data to identify both short-term and long-term trends and patterns
• Ability to communicate through adverse circumstances and take ownership of expected and/or actual results
• Excellent interpersonal skills with the ability to interact with others in a positive and encouraging manner
• Excellent organizational skills and exceptional attention to detail with the ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment
• Solid oral and written communication skills
• Proactively lead and oversee offline activities and planning
• Experience with Tableau is a plus
• Make choices that reflect company core values; be accountable for and hold others accountable to a standard

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 Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.