Job Description

THE POSITION

As the WORKFORCE MANAGER, you will be responsible for planning, forecasting, scheduling and real-time resource management of all contact center agents. You will establish effective relationships with internal and external partners including Analytics, Product, Lender Sales, IT, Data Management and Continuous Improvement as well as operational leadership to ensure daily service level metrics and business goals are met. You will communicate company policy information and requirements to staff and ensure operational decisions align with policy. You will develop and motivate employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.

MINIMUM REQUIREMENTS

• Bachelor's degree plus three (3) years related contact center workforce management experience for both Inbound and Outbound campaigns.

QUALIFICATIONS

• EXPERIENCE WITH VERINT IS A MUST FOR THIS ROLE
• 3+ years' experience leading a high-performing workforce management operation.
• 3+ years' experience with forecasting, capacity planning, and real-time workforce management.
• Proficient with phone system reporting and scheduling tools (Verint, Five9, Salesforce) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement.
• Strong quantitative/analytical skills.
• Excellent interpersonal, written, verbal, and listening skills.
• Absolute team player who consistently demonstrates respect, inclusion and an open mind.
• Proven ability to drive results and provide strategic value.
• Able to promote change by influencing and guiding others in a positive manner.
• Strong project management skills
• Proven ability to work independently with limited oversight

COMPANY

LendingTree is the nation's largest online lending marketplace. That means we connect customers with multiple lenders so they find the best deals on loans, credit cards, savings accounts and insurance. Our goal is to help people save money, and we believe the best way to do that is by giving them a way to shop for loans and compare lenders so they make their best financial choices.

Our CEO Doug Lebda founded the company in 1996 after a frustrating house-hunting experience. In those days, we mostly helped people find good mortgage deals. Now, we help consumers find their best in personal loans, auto loans, business loans, student loans, credit cards, savings accounts, home equity loans and more.

WHAT ELSE YOU SHOULD KNOW:

• We're a publicly-traded company (TREE).
• We've welcomed several other companies into the LendingTree family to augment our efforts at helping borrowers make their most sensible financial choices.
• We've built the LendingTree app and My LendingTree dashboard to give consumers tools to manage and monitor their financial health.
• We still make funny commercials.

CULTURE

We're a fast-paced company with an entrepreneurial bend. We work hard and test our products often. We're collaborative, ambitious, candid and high-energy. Our teammates are some of the brightest, most talented people you'll ever work with. We care more about your smarts than we do about the kinds of clothes you wear (but please, do wear clothes to work!), and we're pretty good about rewarding innovation, creativity and the knack for just getting stuff done (we even have an award for employees called the GSD, "Get Stuff Done").

Come work with us!

LendingTree is the kind of company that not only promotes diversity and inclusion; we thrive because of these values. We do not discriminate based on race, color, religion (or creed), gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.