Workforce and Reporting Manager

📋 Description

• • **Transforming Workforce Management into a Strategic Profitability Engine:** This role is pivotal in elevating the Workforce Management (WFM) function from a purely operational scheduling department into a strategic powerhouse that directly drives profitability and enhances customer experience. You will serve as the central "Command Center" for Addi's neobanking and Buy Now, Pay Later (BNPL) operations, employing sophisticated forecasting techniques and cutting-edge Customer Experience (CX) technology. The core mission is to meticulously balance aggressive service level agreements (SLAs) with stringent financial discipline and overall operational effectiveness, ensuring that every decision contributes to both customer satisfaction and business success.
• • **Building Robust Workforce Plans and Capacity Models:** A key responsibility will be to develop and maintain comprehensive workforce plans and capacity models that are intrinsically aligned with projected business volumes and critical service-level objectives. This involves ensuring that staffing models and resource assumptions are not static but are regularly reviewed and refined. The ultimate goal is to achieve improved predictability in staffing and resource allocation, thereby minimizing operational gaps and ensuring seamless service delivery across all channels.
• • **Owning Intraday Performance and Service Level Strategy:** You will take full ownership of the intraday performance and service level strategy, guaranteeing timely and efficient responses to customer inquiries and needs across all communication channels. This requires a delicate balance between maximizing agent productivity and actively preventing customer abandonment. Through disciplined monitoring of real-time operational data and agile adjustments, you will ensure that service levels are consistently met or exceeded.
• • **Refining Dialing Algorithms and Interaction Windows for Maximum Impact:** A significant aspect of this role involves refining dialing algorithms and optimizing interaction windows to enhance reachability rates for customer outreach. By ensuring that resources are deployed strategically when and where they can have the highest impact, you will directly influence the effectiveness of both collections and customer support operations. This optimization is crucial for improving collection rates and resolving customer issues efficiently.
• • **Implementing Advanced WFM Templates and Ensuring Compliance:** You will be responsible for implementing and managing advanced WFM templates and constraints. This ensures full compliance with all local labor laws and regulations while simultaneously maintaining the necessary operational flexibility to adapt to changing business needs. A forward-thinking approach will involve leading the integration of automated and AI-driven models into the existing capacity planning framework, paving the way for more intelligent and efficient WFM practices.
• • **Developing Strategic Dashboards and Driving Cross-Functional Collaboration:** A critical output of this role will be the development of strategic dashboards. These dashboards will translate complex operational data and mathematical models into clear, actionable business logic that can be easily understood by leadership. Furthermore, you will partner closely with Product and Engineering teams to identify and prioritize experience issues, using operational metadata as the foundation for these insights. This collaborative approach ensures that operational challenges inform product development and system improvements.
• • **Driving Operational Excellence and Continuous Improvement:** Beyond the core WFM functions, you will champion a culture of operational excellence. This involves continuously seeking opportunities for improvement, analyzing performance trends, and implementing best practices. Your insights will be invaluable in shaping the future of Addi's operational strategy, ensuring the company remains agile and competitive in the rapidly evolving fintech landscape.
• • **Strategic Impact on Financial Performance:** By optimizing resource allocation, improving service levels, and enhancing operational efficiency, this role will have a direct and measurable impact on Addi's financial performance. You will be instrumental in ensuring that operational costs are managed effectively while simultaneously maximizing revenue opportunities through improved customer engagement and collections.