Workforce and Reporting Manager
Addi
About Addi
We are a technology company working to transform credit and banking in Latin America starting with point of sale finance. We aim to build fair, simple and affordable financial services that empower our clients, treating them with dignity, and building financial freedom. We launched in February 2019 and have already served millions of clients and disbursed millions of dollars.
We operate as a full stack startup. We have built our core systems and processes from scratch, and we believe our technology and analytics platform will drive our progress into the years to come. We come at this with deep experience building and growing technology teams and financial products. As important as what we do is how we do it. We are a conscious company and are deeply committed to working and living our five core values - A company of owners inspiring colleagues, we pull rabbits out of hats, we care and we trust, act with integrity, win today every day, and scale exponentially.
We are backed by Andreessen Horowitz, Monashees, Village Global, and an outstanding team of individual angels, including Kevin Ryan, Josh Abramowitz, and Scott Weiss.
Mission
Lead and optimize the Workforce Management function to ensure operational efficiency and cost reduction while maintaining high-quality service standards. Accurately plan and align resources, ensuring adherence to volume and staffing forecasts throughout the year. Foster strong relationships with suppliers and operational peers, promoting collaboration and adaptability across the organization. Leverage technology and data analysis to enhance processes, improve resource allocation, and ensure operational predictability, aligning WFM strategies with the company’s overall objectives..
What you will do
Changing the way the teams operate, schedule shifts and perform real time management of inbound and outbound operations, which have been working differently for more than 3 years with good results.
Need to manage both internal and outsourced teams for customer and partner support, bringing additional challenges in terms of focus and day-to-day management.
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Autonomy to define strategies, test, and implement new processes and technologies to optimize the capacity and the operation.
Requirements
Analytical thinking and problem-solving skills with a results-oriented approach, capable of delivering in a fast-paced environment.
Knowing how to assign tasks effectively, empowering team members, and trusting them to take ownership of their responsibilities.
The ability to address and resolve conflicts constructively, maintaining a positive work environment and fostering collaboration.
Proven experience (5+ years) in Workforce Management (WFM) within Support and Collections.
Extensive knowledge of operational metrics (e.g., CSAT, FCR, NPS, AHT, SLA, ADH, RPC, Occupancy).
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Proficiency with CRM systems, dialer software, and other CX tools.
Benefits
Work on a problem that matters and help change customers’ lives.
Be at the center of it all. We are a true technology company, and engineering is at the core of what we do.
Massive market opportunity ahead of us; we are growing faster than pretty much any other fintech lender was at our stage.
Work alongside a great and diverse team that cares about what we are doing and how we are doing it.
Generous compensation, including equity, 100% health insurance (and 100% for dependents)