Real-Time Workforce Analyst – Contact Center (R13995) at Oportun

<div class="content-intro"><h3 style="margin: 0in;"><span style="font-size: 12pt;"><strong><span style="font-family: 'Arial',sans-serif; color: black;">ABOUT OPORTUN<br></span></strong></span></h3> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p style="margin: 0in; text-align: justify;"><span style="font-family: Arial, sans-serif; color: black; font-size: 12pt;">&nbsp;</span></p> <h3 style="margin: 0in; text-align: justify;"><span style="font-size: 12pt;"><strong><span style="font-family: 'Arial',sans-serif; color: black;">WORKING AT OPORTUN</span></strong></span></h3> <p style="margin: 0in; text-align: justify;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><br>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.</span></p></div><p style="text-align: justify;">&nbsp;</p> <p style="text-align: justify;" data-pm-slice="1 3 []"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>POSITION SUMMARY</strong></span></p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></p> <p style="text-align: justify;">&nbsp;</p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>RESPONSIBILITIES</strong></span></p> <ul style="text-align: justify;"> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Real Time monitoring for KPIs in Contact Center, analyses intraday information documentation, description including details if necessary due to impacts or issues</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Intraday analysis that includes KPIs such as Campaigns completion, agent adherence for all departments</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Skills adjustments to maintain KPIs, campaigns and operational needs</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Process agendas and pauses required by operations in real time analyzing shrinkage planned and actuals</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Process all agents time off request within parameters established &nbsp;</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support other teams with data needed from Workforce</span></p> </li> </ul> <p style="text-align: justify;">&nbsp;</p> <p style="text-align: justify;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>REQUIREMENTS</strong></span></p> <ul style="text-align: justify;"> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">1+ years of workforce real time experience</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Full time availability including weekends</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Workforce specialists must be able to work independently as well as function effectively as a member of a team</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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</span></p> </li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">English Fluency required</span></p> </li> </ul> <p>&nbsp;</p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: rgb(255, 255, 255);">#LI-REMOTE</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt; color: rgb(255, 255, 255);">#LI-GK1</span></p> <p style="text-align: justify;">&nbsp;</p><div class="content-conclusion"><p style="margin: 0in; text-align: justify;"><span style="font-family: Arial, sans-serif; font-size: 12pt;">We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.</span></p> <p style="margin: 0in; text-align: justify;"><span style="font-family: Arial, sans-serif; font-size: 12pt;">&nbsp;</span></p> <p style="margin: 0in; text-align: justify;"><span style="font-family: Arial, sans-serif; font-size: 12pt;">California applicants can find a copy of Oportun's CCPA Notice here:&nbsp; <a href="https://oportun.com/privacy/california-privacy-notice/">https://oportun.com/privacy/california-privacy-notice/</a>.</span></p> <p style="margin: 0in; text-align: justify;"><span style="font-size: 12pt; font-family: Calibri, sans-serif;">&nbsp;</span></p> <p style="margin: 0in; text-align: justify;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">We will never request personal identifiable information (bank, credit card, etc.) before you are hired. We do not charge you for pre-employment fees such as background checks, training, or equipment. If you think you have been a victim of fraud by someone posing as us, please report your experience to the FBI’s Internet Crime Complaint Center (IC3).</span></p></div>