Real-Time Workforce Analyst - Contact Center (R13995)

Responsibilities

• Real Time monitoring for KPIs in Contact Center, analyses intraday information documentation, description including details if necessary due to impacts or issues
• Intraday analysis that includes KPIs such as Campaigns completion, agent adherence for all departments
• Skills adjustments to maintain KPIs, campaigns and operational needs
• Process agendas and pauses required by operations in real time analyzing shrinkage planned and actuals
• Process all agents time off request within parameters established
• Support other teams with data needed from Workforce

Requirements

• 1+ years of workforce real time experience
• Full time availability including weekends
• They must possess strong communication skills to ensure that operational partners are kept informed of developments effectively and to ensure that all appropriate staff are aware of issues
• Workforce specialists must be able to work independently as well as function effectively as a member of a team
• Ability to establish an efficient workplace environment, therefore, it is important that they can manage a range of tasks and prioritize their responsibilities, and meet deadlines
• Proficient with Microsoft Excel and Office, to store data, create reports, produce schedules and perform other tasks. They must also have worked knowledge of workforce management software used to manage schedules, work flow, and statistical data
• The ability to work effectively in a fast-paced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow
• English Fluency required
• #LI-REMOTE
• #LI-GK1
• California applicants can find a copy of Oportun's CCPA Notice here: https://oportun.com/privacy/california-privacy-notice/ .

Benefits

Additional Information

ABOUT OPORTUN Oportun (Nasdaq: OPRT) is a mission-driven financial services company that puts its members' financial goals within reach. With intelligent borrowing, savings, and budgeting capabilities, Oportun empowers members with the confidence to build a better financial future. Since inception, Oportun has provided more than $21.3 billion in responsible and affordable credit, saved its members more than $2.5 billion in interest and fees, and helped its members set aside an average of more than $1,800 annually. WORKING AT OPORTUN Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups. POSITION SUMMARY The Contact Center Workforce Specialist is responsible for monitoring KPIs from Contact Center for all the LOBs assigned, as well as for understating coverage needs to process agents requirements such as PTO, swaps, ATOS, support with pauses from Supervisors and provide guidance and recommendations to maintain the KPIs such as SLAs, Abandonment, Campaigns Completions and Occupancy.

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