Operations Workforce Manager

As our Workforce Manager, you’ll play a pivotal role in ensuring we have the right people, in the right places, at the right times. You'll be at the heart of our operations, driving strategic staffing initiatives and creating a seamless, efficient workforce planning process. Your expertise will help us meet our business goals and keep our teams running smoothly. If you have a knack for numbers, a strategic mind, and a passion for people, this is the role for you!

At Alleviate, we are on a mission to transform lives by providing effective debt relief solutions. Our team is dedicated to helping individuals and families regain control of their financial future. We are seeking caring & empathetic individuals to join our dynamic team and make a real difference in people's lives.

ABOUT THE COMPANY: Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 400 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth. We are currently investing heavily in marketing and technology to actualize our vision of becoming the next-generation financial services Company, taking people from debt to WEALTH. 

HIRE DATE: October/November 

JOB TITLE: Operations Workforce Manager

OUR HOME: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state-of-the-art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped workstations, and a free fitness center. We offer catered lunches, in-office games, teambuilding activities, paid parking, quarterly parties & events, volunteer events, and much more! 

OUR CULTURE: WHY DO OUR EMPLOYEES LOVE WORKING HERE?

• Opportunities for internal growth and career advancement
• Work alongside a passionate group of people who are committed to improving the lives of others
• Company swag - who doesn't love it?
• An incredible location to call your "second home". Our headquarters has multiple restaurants, free fitness center, wellness rooms, and in-office amenities to support you throughout your workday
• Consistent employee recognition and appreciation
• Company-sponsored events and volunteer opportunities

COMPENSATION:

• Salary begins at $100,000 and increases based on experience level 

WHAT MAKES US THE BEST?

• Energetic, supportive, and collaborative working environment 

• Continuous employee development, coaching, and training 

• Work-life balance 

WHAT YOU'LL DO:
The Operations Workforce Manager oversees productivity at the Company by assessing, analyzing, and reporting employee productivity at the individual, departmental, and Company-wide levels. This position determines how best to utilize the productivity and skills of each employee using the techniques and theories of workforce management (WFM).

• Collaborates with various levels of Management to perform complex analysis using predictive modeling, testing of multiple inputs, using mathematical and statistical simulation analysis to forecast the potential impacts of product and service offering changes, customer workflow and process changes, operations drivers, and customer routing changes 

• Escalates contact center interruptions to appropriate Executive Leadership in a timely fashion 

• Develops operations policies that impact the workforce positively. Ensures thorough communication of implemented policies and procedures and monitors adherence to them 

• Communicates with Management and operations staff to ensure compliance with client and company dialing standards 

• Ensures role approvals are processed in accordance with Technology Approval Matrix 

• Modifies call routing and campaign dialing to ensure calls are distributed appropriately 

• Develops reporting processes, dashboards, and presentations to fulfill Executive Leadership reporting needs and requests 

• Creates reports and dashboards on historical data and forecasting results from applicable systems 

• Contributes to, and administers with Human Resources, a strategic plan to achieve and maintain an employee vacancy rate of 7% or less 

• Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center, and operations schedules to determine required staffing levels to ensure the Company is able to meet operational commitments 

• Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts 

• Maintains holiday patterns forecasts to ensure effective coverage for holiday seasons 

• Perform analysis of Employee Demographics - tenure, work experience, academic/professional designations, and turnover to support Audit Committee regulatory requirements, and benchmark initiatives based on this data 

WHAT MAKES YOU A GOOD FIT:

• Experience working with internal departments to manage staffing
• Experience in growing and managing a team
• Experience working in a call center environment is required
• Advanced knowledge of Excel, with the ability to fully utilize formulas and applications
• Experience with PowerBI, RIngCentral, and CRM (or similar softwares) preferred
• Excellent communication skills and developed presentation abilities
• Ability to think "outside of the box" and identify creative solutions 
• Ability to perform complex mathematical equations and analysis using internal/external predictive dialing modules

We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; as we consider all qualified candidates, and any person who is driven to help others. 
ADDITIONAL PERKS & BENEFITS:

• Health, dental, and vision benefits available after 30 days of employment 
• Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more! 
• 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
• Paid holidays
• 401(k) that can be elected from day 1 of employment! 
• The opportunity to work alongside an incredible group of people who are all driven to help others

Job Type: Full-time 

Schedule: 8-hour shift, Monday to Friday 
Location: Irvine, CA - Minimum 3 days per week in-office 

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This position must pass a post-offer pre-employment criminal background check.