Real Time Specialist

The Role

The Real Time Specialist (RTS) reports to the WFM Manager and will monitor the intra-day performance of the contact centers across all lines of business. Specifically, this role will analyze agent and department level trends in call volume, average handle time, work/call avoidance, staffing, and productivity. In partnership with the WFM Manager, this role provides data insights to support operational guidelines including overtime, key performance indicators (KPIs), work schedules, and more. This role is also responsible for gathering and organizing the data (using tools such as Excel) and keeping system databases updated with complete and accurate information.

• Provide real-time monitoring of agent activity using available tools (e.g., Verint, Five9 ACD, etc.)
• Review agent activity and identify trends in productivity by reviewing   
• Document actions according to playbook guidelines (reskilling/channel shifting, extra hours, VTO).
• Communicate KPIs and SLAs to management on a prescribed cadence - both via reports (pre-day, intra-day, post-day) and meetings (the daily WFM Huddle, weekly meetings with leaders team-specific call avoidance, and efficiency touchpoints).
• Ability to handle multiple tasks, such as by reviewing and tracking multiple metrics at the same time (including intervals of agent productivity, schedule adherence, etc.).
• Under manager oversight and based on data trends, make basic recommendations to support cell center staffing considerations
• Facilitate the planning and scheduling for offline activities in the call center, such as meetings, vacations, and training/coaching sessions
• Code and document leadership’s requests for agent attendance matters, such as time-off or exception (offline) time
• Identify any exception coding that falls outside of established guidelines
• Under manager direction, identify trends in leader-approved time-off and offline activities
• Under manager direction, work within stated work rules, legal requirements, and other constraints to optimize efficiencies for offline agent work activities
• Under manager direction, identify data trends of potential call avoidance behaviors at the agent and aggregate level

• Minimum 2 years of experience in a RTS or other relevant role (WFM, capacity planning, or similar)
• Conceptual understanding of agent level intra-day call center functionality across Prosper’s various lines of business (Personal loan, Credit cards, HELOC and HE loans)
• Basic ability to identify trends and patterns from raw reporting data
• Basic understanding of process creation, documentation, and improvement
• Detail-orientated and problem-solving ability with an eye toward efficiency and error reduction
• Excellent verbal and written communication skills
• Knowledge of advanced Excel functionality a plus but not required
• Basic working familiarity of Tableau, SQL, or BigQuery a plus but not required
• Basic familiarity with WFM scheduling software (such as Verint, Nice/IEX, Aspect/EWFM/Alvaria) a plus but not required
• Basic familiarity with reporting from automatic call distribution (ACD) systems (such as Five9, CISCO, or Avaya) a plus but not required
• Ability to perform and manage competing priorities in a fast-paced, deadline-oriented work environment

• The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people's lives
• The opportunity to work in a fast-paced environment with experienced industry leaders
• Flexible time off, comprehensive health coverage, competitive salary, paid parental leave
• Wellness benefits including access to mental health resources, virtual HIIT and yoga workouts
• A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts.

#LI-RC1

Salary : $20 - $24