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Oportun logo
Oportun

Oportun is an A.I.-powered digital banking platform that seeks to make financial health effortless for anyone.

Real-Time Workforce Analyst – Contact Center

Call Center RepresentativeCall Center RepresentativeFull TimeRemoteJuniorTeam 1,001-5,000Since 2006H1B SponsorCompany SiteLinkedIn

Location

Mexico

Posted

41 days ago

Salary

0

Seniority

Junior

1 yr expEnglish

Job Description

Real-Time Workforce Analyst – Contact Center

Oportun

• 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

Job 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.
  • 1+ years of workforce real time experience

Benefits

  • We celebrate and nurture our inclusive culture through our employee resource groups.

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