Manager, Workforce Management

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Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

What You’ll Do

• Lead workforce management strategies to ensure optimal staffing levels and efficient resource allocation across customer service teams.
• Own performance management across core WFM metrics, including interval compliance, occupancy, schedule adherence, and shrinkage.
• Monitor real‑time case management, ensuring adherence to SLAs and intervene in bottleneck situations.
• Collaborate with Planning to forecast case volumes, plan capacity and balance workloads.
• Partner with Vendor Management (VM) to evaluate and optimize agent productivity, training needs, and performance gaps.
• Develop and implement performance monitoring frameworks to track ...