Manager, Workforce Management

Manager, Workforce Management

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.

We are looking for a Manager, Workforce Management to lead the strategy, planning, and execution of our WFM function across Customer and Fraud Operations.

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 intervention 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...