Manager, Workforce Management - Remote, USA

ABOUT HAPPY MONEY · Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Through its proprietary lending platform, Hive, Happy Money delivers a fully digital experience th ...

Job description

ABOUT HAPPY MONEY

Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Through its proprietary lending platform, Hive, Happy Money delivers a fully digital experience that simplifies borrowing for consumers and helps credit unions, banks and asset managers diversify balance sheets and scale with confidence.

Happy Money's end-to-end loan origination and participation programs provide partners with turnkey access to high-performing assets, underpinned by disciplined credit expertise and robust risk management. Together with its lending partners, Happy Money has originated more than $6.5 billion in loans to help nearly 350,000 people take greater control of their financial futures. Learn more at View our Employee Privacy Policy here. 

ABOUT THE ROLE

The Manager of Workforce Management is responsible for leading, developing, and optimizing workforce management operations within the contact center (New Accounts & Servicing teams). They are accountable for strategic workforce planning, forecasting, scheduling, and real-time management to ensure consistent operational performance and exceptional customer experience. This person will partner with internal and external contact center leadership to design and implement workforce strategies that support Happy Money's goals and performance standards. This position requires in-depth leadership, data-driven decision-making, excellent communication, and the ability to drive operational improvements in a dynamic environment.

RESPONSIBILITIES

• Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS. Ensure we're staffed to hit service levels without burning budget on unnecessary overtime.
• Design IVR flows, optimize call routing, manage our dialer, implement call branding, and evaluate platform alternatives. Be the technical brain behind every inbound and outbound interaction.
• Own chat, email, and SMS as strategic channels. Monitor performance, identify bottlenecks, design routing logic, and drive improvements that make digital interactions as effective as voice.
• Design, implement, and manage workforce management strategies within the contact center that ensure proper staffing levels to meet service demand.
• Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations.
• Leverage data analytics and historical trends to forecast call volumes and staffing requirements.
• Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization.
• Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall customer and employee experience.
• Standardized workforce management policies and procedures.
• Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency.
• Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations.
• Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity.
• Provide actionable insights and recommendations based on performance data to drive operational success.

ABOUT YOU

• 3+ years of workforce management experience in omni-channel contact centers with proficiency in Genesys WFM tools and real-time management expertise making live staffing decisions
• Experience in capacity planning for internal and external resources (internal teams and 3rd party agencies)
• Advanced data analytics skills in SQL including forecasting models, pivot tables, and macros in Excel
• Hands-on Genesys Cloud CX 3 administration experience building IVR flows, configuring routing rules, managing user access, dialer management and optimizing platform performance
• Familiarity with AI-operated chatbots
• Deep understanding of call flow logic, DTMF menus, speech recognition, and self-service containment strategies that deflect calls without frustrating customers
• Can build flow charts, write SOPs, and translate complex routing logic into clear explanations that non-technical stakeholders
• See patterns in metrics and translate them into actionable improvements that move needles on efficiency, cost, and experience
• Can compare vendors, technologies, and process changes with compelling analysis that balances customer experience, operational efficiency, and budget reality
• Self-motivated and sense of ownership. When you spot problems, you fix them (or escalate with solutions already drafted)
• Lending, banking, or collections experience with deep understanding of compliance constraints (TCPA, FDCPA, FCRA) 

BENEFITS & PERKS

• Generous medical, dental, and vision insurance options 
• Eligible for Annual Bonus
• 401k Plan with a matching contribution
• Generous PTO including sick leave, vacation, volunteer, and more
• 12 Weeks Paid Parental Leave
• Company-paid short & long term disability and life insurance
• Monthly tech stipend to help cover expenses for remote work
• Happy Money is a 100% fully distributed workforce
  
  

Base Salary Range

$110,000 - $125,000 USD