About the role

Chime is  the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more! We’re proud of our mission, devoted to our members, and passionate about using technology to make financial health a reality for everyone. 

Member Experience matters at Chime and our success relies on effective workforce management planning, forecasting and optimization.  As a Forecasting and Capacity Manager,  you’ll be joining our rapidly-growing Operations and Member Experience Team to define and own workforce management planning for our fraud and risk operations teams.  We are looking for someone who gets excited about using data to influence stakeholders, wants to make a big impact on our member’s experience, and brings both technical and contact center operations expertise to drive workforce management initiatives and activities across our and internal sites.

This is an exciting opportunity to develop and to test different forecasting methodologies to improve forecast accuracy, help forecast new channels, optimize schedules, and build analytical tools to ensure balanced SLA across all intervals. Sound like the role for you? Keep reading. 

This role will work closely with Finance, Analytics and our Financial Operations teams to optimize and improve the experience of our members.  The ideal candidate will be analytically driven, collaborative and passionate about using workforce management tools to make a difference to our members when they need support.  You will build models that forecast our operational needs across Dispute, Fraud, Mobile Check Deposit, and Risk Support Teams.  As a workforce management expert, we’ll rely on you to ensure our Teams are well-positioned to scale operations as we grow to serve tens of millions of Chime members.

This job cannot be performed in the state of Colorado.

In this role, you can expect to

• Develop, implement and maintain forecast models, tools and processes to support all our service channels, including  forecast models to support product initiatives and provide analysis to assess and mitigate risk associated with those scenarios.
• Lead long-term forecasting in close partnership with teams across Chime for budgeting that incorporates planned efficiencies/product changes/contact reduction
• Own long, mid and short term planning cycles for 24/7 agents and meet regularly with stakeholders to align methods and desired outcomes.
• Quickly identify and explain fluctuations in volume, AHT, and other assumptions to adjust resources accordingly. 
• Provide strategic recommendations for comprehensive service workforce planning (all workforces in all global sites) and cost reductions to the team based on financial and operational analysis
• Prepare timely and accurate reports, variance analysis, and commentary as part of the normal operational reporting process.
• Monitor Operations performance metrics (service levels, schedule adherence, handle times, hold times, abandon rate, ChatBot and IVR usage, decision accuracy) to develop forecasting and staffing needs
• Manage analyses of daily, weekly, and monthly reporting of site performance via established KPI’s and Service Level Agreements

To thrive in this role, you have

• 4-6 years of hands-on experience in operational forecasting, staffing, and scheduling for a multi-location operation in Capacity planning, analysis, and forecasting in a vendor and internal contact center environment; 2+ years accountable for global support center operations
• Experience managing workforce forecasting and scheduling optimization for a global organization
• The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner
• The skills to  foster a cohesive and creative work environment with internal and remote teams and across time zones. You love collaborating with others.
• A love for  checking off the tasks on your checklist - you possess strong organizational and prioritization  skills
• Advanced Microsoft Office or G Suite skills and prior experience working with workforce management tools
• The desire to work for a fast-paced, high-growth organization
• Dashboarding experience using data visualization tools such as Looker a plus and have basic SQL experience OR a desire to grow this competency a plus

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances. 

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors, including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others. 

What we offer

• 💰 Competitive salary based on experience
• ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
• 📝  Quarterly stipend to spruce up your home office 
• 🏝 Generous vacation policy and company-wide Take Care of Yourself Days 
• 🖥  Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚  A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with federal, state, and Cook County ordinances. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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