Position Summary:
- The Contact Center Workforce Specialist monitors KPIs across assigned lines of business, understands coverage needs, and processes agent requirements like PTO and schedule adjustments.
- This role provides guidance and recommendations to maintain key performance indicators, including service level agreements, abandonment rates, and campaign completions.
Responsibilities:
- Conduct real-time monitoring and intraday analysis of Contact Center KPIs, documenting details and addressing any impacts or issues that arise.
- Process agent time-off requests within established parameters and handle agenda and pause requirements from operations to analyze shrinkage.
- Support other teams by providing necessary data from workforce management systems and making skill adjustments to meet operational and campaign needs.
Requirements:
- Must have full-time availability, including weekends, and possess strong communication skills to keep operational partners informed of developments effectively.
- Ability to work independently and as part of a team, managing multiple tasks, prioritizing responsibilities, and meeting deadlines in a fast-paced environment.
- Proficient in Microsoft Excel and Office, with worked knowledge of workforce management software for managing schedules, workflow, and statistical data.
Oportun
Oportun is a mission-driven financial services company that provides intelligent borrowing, savings, and budgeting tools to empower members to build a better financial future. The company fosters a diverse, equitable, and inclusive culture through employee resource groups and focuses on delivering affordable credit to underserved communities.