Intraday Management Specialist

LendingClub•Lehi, UT

7d•Hybrid

About The Position

The Workforce Management Team is at the heart of the production floor. The group performs several primary functions, including volume forecasting, staffing and scheduling, intraday management, and dialer operations. This role proactively addresses impacts to volume and staffing throughout each day while monitoring dialer performance, maintaining operational reporting, and optimizing dialing strategies to improve productivity and the borrower experience. By joining the WFM Intraday Management team, you'll have the opportunity to develop a strong analytical skillset and positively impact the business by identifying and correcting potential issues before they happen. You will translate complex workforce and dialer data into actionable recommendations, support accountability across operations, and gain deeper insight into staffing logistics, borrower impacts, revenue generation, operational efficiency, and other key business outcomes.

Requirements

Two or more years of relevant workforce management, contact center operations, reporting, or dialer experience
High school diploma or GED equivalent
Proficiency in Microsoft Office, including intermediate Microsoft Excel skills and the ability to turn data into actionable information
Strong analytical, problem-solving, and reporting-quality skills, with exceptional attention to detail
Strong communication skills, with the ability to communicate effectively by voice, email, and presentation with all levels of leadership
A self-starter who can self-manage, work efficiently without constant supervision, and maintain accountability for recurring daily deliverables
Adaptability and sound judgment, with the ability to pivot quickly and take decisive action in a fast-paced operations environment
Excellent attendance and punctuality; schedule or shift may change based on business needs

Nice To Haves

Previous experience operating or supporting a predictive dialer is preferred

Responsibilities

Monitor real-time adherence, staffing, call statistics, and dialer performance; communicate with management to ensure activity is managed efficiently throughout the day
Create and maintain dialer services and campaigns, and monitor dialer efficiency daily to support operational goals
Run day-to-day dialer operations, including starting and stopping campaigns, managing campaign intensity and pacing, monitoring performance throughout the day, and making real-time adjustments based on staffing, capacity, and business needs
Create, implement, and analyze reporting for workforce management and dialer operations; maintain and audit reports daily for accuracy, quality, and consistency
Monitor and manage schedule exceptions, tardiness, PTO, and other intraday events, addressing issues as they occur
Monitor Key Performance Indicators (KPIs) and performance to goals on an interval, daily, weekly, and monthly basis, including service level, abandon rate, ASA, AHT, contact rate, and productivity
Monitor intraday call volume, staffing, and dialer capacity to ensure an optimal borrower experience and balanced workload
Recommend voluntary time off (early-outs) and overtime to alleviate overstaffing or remedy understaffing
Translate workforce and dialer data into actionable recommendations, clearly communicate risks and opportunities, and follow through with operations leaders to support accountability
Coordinate with first-party partners to ensure consistent communication between locations and standardize processes and procedures across sites wherever possible