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 one of the keys to that success is  effective workforce management planning, forecasting and optimization.  We are looking for a Leader for our  Workforce Management team, this team manages our planning for Member Services and Financial services support at Chime.  The person in this role will  work closely with finance, analytics, operational leadership, and other stakeholders to meet service level expectations while delivering upon business goals. 

This job cannot be performed in the state of Colorado.

In this role, you can expect to:

• Manage, supervise, and lead the Workforce team responsible for forecasting demand, headcount, scheduling, skilling, and performance management for all contact centers for Chime.
• Work to achieve service level agreements by staying in constant communication with business partners and OMX  leadership.
• Hiring, ongoing training, coaching and development, and performance management with the Workforce Management team. Providing development to improve team skill set and performance over time.
• Provide oversight for workforce related projects and ensure the team uses efficient processes with steps to ensure an accurate output. Allocating appropriate resources to all efforts and ensuring initiatives are delivered on time. Accountable for accuracy and timeliness of all work completed
• Establish excellent working relationships with team members and department contacts in order to maintain and continuously improve the level of service provided.
• Drive real time strategies including IVR call routing, agent skilling, vendor utilization, cross training, shrinkage management and capacity utilization.
• Work across Chime and our BPOs  to  drive continuous improvement to increase productivity, accuracy, and improve the way we plan for support.
• Proactively identifying and acting upon process improvement initiatives that increase customer satisfaction and reduce operational expense.
• Management and analysis of financial metrics relating to operational areas, ensuring they remain aligned with budgeted objectives.

To thrive in this role, you have:

• 7+ years of leadership experience in workforce management in a multi-site, multi-channel contact center with >1500 agent
• 10+ years experience with demand forecasting and capacity planning
• Expert level knowledge of a workforce management software is preferred including launch of those tools for WFM
• Expert level skills in Microsoft Excel
• An ability to demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling, real time monitoring, skilling, call routing, and performance improvement
• Demonstrated ability to coach to results and improve performance and behavior of direct reports
• Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
• Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset.
• Ability to work  with ambiguity in a fast paced environment.

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 $25.5B. We’ve raised over $1.7B in funding from leading investors including Sequoia Capital Global Equities, SoftBank Vision Fund 2, General Atlantic, Tiger Global, Dragoneer, DST, Coatue, Iconiq, Menlo Ventures 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 the San Francisco Fair Chance Ordinance. 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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