Sr. Operations Analyst, Mission Control

Sr. Operations Analyst, Mission Control

Sr. Operations Analyst | San Francisco, CA, United States

Company Description:

Lending Club (NYSE: LC) is the world's largest online marketplace connecting borrowers and investors. Our mission is to transform the banking system to make credit more affordable and investing more rewarding and help people achieve their financial goals. We operate at a lower cost than traditional banks and pass the savings on to borrowers in the form of lower rates and to investors in the form of attractive risk adjusted returns. Since launching in 2007, we've built a trusted brand with a track record of delivering exceptional value and satisfaction to both borrowers and investors. We're proud to be recognized as a leader for our growth and innovation, including being named a CNBC Disruptor 50 for the second year in a row, one of Forbes' America's Most Promising Companies for three years in a row, one of the Inc. 500., as well as the company with the "Best Start-Up CEO to Work For" by Business Insider. We're conveniently located in downtown San Francisco, California. In 2014, we had the largest IPO for a U.S.-based tech company.

Profile:

The ideal candidate has a solid understanding of operations and production environments and can thrive in a fast-paced, constantly evolving, high volume environment. Successful candidates have become the subject matter expert in telephony systems, including but not limited to outbound campaigns and systems, interactive voice response menus, and other components of the telephony system. He or she will move between monitoring and troubleshooting ongoing outbound campaigns and strategic planning of telephony priorities. Applicants must demonstrate an ability to interpret large volume of quantitative data, find trends/patterns, and use them to drive action. The applicant must have the capability to work in a fast-paced environment with limited supervision, usually under pressure of tight deadlines, where a high degree of creativity and adaptability is needed to solve multiple problems.

Job Description:

The Sr. Operations Analyst is responsible for assisting in managing our enterprise platforms, workforce management software, and telephony systems. The analyst will communicate major issues that affect operations and assist the correct teams in fixing anything that affects production. The analyst will be part of a multi-functional team that recommends and implements solutions that strive to improve efficiency, service levels, and the customer experience. On a day-today basis, the analyst will be responsible for managing outbound calling campaigns, working with leadership on operations technology strategy, and ensuring that our technology and execution support a great borrower experience. The role requires constant communication and the ability to influence at all levels of the organization. The analyst will be joining a dynamic, high-performing team that operates at full speed while maintaining extremely high quality of work.

Basic Qualifications:

  • BA or BS degree
  • Highly analytical and organized
  • Strong desire to learn and master complex WFM metrics, best practices and software systems
  • Fast learner who is driven to action and is never satisfied with the status quo
  • You are confident, self-driven, and competition excites and motivates you
  • Ability to work a flexible schedule based on business needs/ issues that arise (including some early mornings, evenings, weekends, and holidays)

Preferred Qualifications:

  • Intermediate Excel Skills (e.g. vlookups, pivot tables, sumproduct functions, etc.)
  • Mathematical &, analytical background (e.g. statistics, math, finance, etc.),
  • Understanding of call center operations & metrics (AHT, Adherence, Occupancy, etc.)
  • Experience with analyzing, interpreting and summarizing complex data sets
  • Presentation skills / ability to build effective Power Point decks
  • Tableau & SQL experience are positive but not required

Sr. Operations Analyst, Mission Control

Sr. Operations Analyst | San Francisco, CA, United States

Company Description:

Lending Club (NYSE: LC) is the world's largest online marketplace connecting borrowers and investors. Our mission is to transform the banking system to make credit more affordable and investing more rewarding and help people achieve their financial goals. We operate at a lower cost than traditional banks and pass the savings on to borrowers in the form of lower rates and to investors in the form of attractive risk adjusted returns. Since launching in 2007, we've built a trusted brand with a track record of delivering exceptional value and satisfaction to both borrowers and investors. We're proud to be recognized as a leader for our growth and innovation, including being named a CNBC Disruptor 50 for the second year in a row, one of Forbes' America's Most Promising Companies for three years in a row, one of the Inc. 500., as well as the company with the "Best Start-Up CEO to Work For" by Business Insider. We're conveniently located in downtown San Francisco, California. In 2014, we had the largest IPO for a U.S.-based tech company.

Profile:

The ideal candidate has a solid understanding of operations, with diverse customer contact center experience, and is motivated to improve the customer experience. The successful candidate will be relentlessly curious, always striving to identify pain points and corresponding solutions, and is always asking "how can this be done better". This candidate will be the subject matter expert on their areas of focus. The applicant must have the capability to work in a fast-paced environment with limited supervision, usually under pressure of tight deadlines, and where a high degree of creativity and adaptability are needed to solve multiple problems.

Job Description:

The Sr. Operations Analyst will serve as the primary administrator for the contact center ticketing system (Zendesk) and will support the telephony IVR portal. The successful candidate will use industry leading tools and strategies to improve the customer experience and provide insights to the management team. Responsibilities will include maintaining IVR prompts and strategy, customer interaction ticketing systems, researching and proposing improvements to improve the customer experience, managing and/or participating in projects that impact the customer experience, and acting as the subject matter expert on the IVR and Zendesk platform. The role requires constant communication and the ability to influence at all levels of the organization. The analyst will be joining a dynamic, high-performing team that operates at full speed while maintaining extremely high quality of work.

Basic Qualifications:

  • BA or BS degree
  • Highly analytical and organized
  • Strong desire to learn and master complex contact center metrics, best practices and software systems
  • Fast learner who is driven to action and is never satisfied with the status quo
  • You are confident, self-driven, and competition excites and motivates you
  • Ability to work a flexible schedule based on business needs/ issues that arise (including some early mornings, evenings, weekends, and holidays)
  • Highly organized and dependable

Preferred Qualifications:

  • Intermediate Excel Skills (e.g. vlookups, pivot tables, sumproduct functions, etc.)
  • Understanding of call center operations & metrics (AHT, Adherence, Occupancy, etc.)
  • Experience with analyzing, interpreting and summarizing complex data sets
  • Presentation skills / ability to build effective Power Point decks
  • Tableau & SQL experience are positive but not required

Meet Some of Lending Club's Employees

Tania C.

Senior Supervisor, Member Support

Tania makes sure borrowers have a great experience with Lending Club. She’s constantly looking ahead to ensure her team is fully staffed and ready to meet every borrower’s needs.

Alan D.

Senior Product Analytics Manager

Being a successful company is all about building a great product. Alan empowers Lending Club’s product managers to build exactly what customers need by analyzing the company’s data.


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