Workforce Specialist

Summary

Join Oportun as a Contact Center Workforce Specialist and monitor key performance indicators (KPIs) for all lines of business. Analyze intraday information, adjust skills to maintain KPIs and operational needs, and process agent time-off requests. You will support other teams with data and provide guidance to maintain KPIs such as SLAs, abandonment rates, and occupancy. The role requires real-time monitoring, intraday analysis, and processing of agent requests. You will need strong communication skills and proficiency in Microsoft Excel and workforce management software.

Requirements

• 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

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

Preferred Qualifications

1+ years of workforce real time experience