Operations Workforce Analyst

Concora Credit Inc.•Akron, OH

4d•Hybrid

About The Position

As an Operations Workforce Analyst, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. The impact you’ll have at Concora Credit: The Operations Workforce Analyst will design, develop, and maintain servicing operations reports and schedules for agents to ensure operations processes have accurate and relevant data for strong management oversight. The analyst will analyze reports and provide management with recommendations for improved efficiency, effectiveness and quality. The successful candidate will have excellent organizational skills and be detail-oriented. This position is located at our Akron, OH office and has a hybrid schedule. We’re onsite Monday through Thursday. For training purposes, we ask that the candidate is comfortable being onsite for the 6 months to learn the business, and role. We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Requirements

Bachelor’s degree or equivalent experience is preferred.
Minimum of 2-3 years of analytical experience, preferably in a production environment.
Databricks, SQL, and Power BI experience preferred.
Intermediate to advanced skills using Excel, Access, or other database software required.
Must possess strong attention to detail and organizational skills.
Must be able to work independently as well as in a team.

Responsibilities

Develop, generate, and disseminate reports using a range of data sources and be able to tell the story of how operations is performing from the data received.
Maintain day-to-day relationships with internal clients and facilitate project or task implementation.
Work with various business units and outside vendors to ensure proper reporting is in place for meeting SLAs.
Examine report variances and provide data-driven recommendations to management.
Evaluate existing reporting and make recommendations for improvement to management.
Work with various business units including DBAs to ensure data structures and query methodologies are in alignment with Finance and Risk groups.
Create, maintain, and adjust agent schedules to align with allocated staffing.
Make real-time adjustments such as break movements, skill changes, and absences to maintain service goals.
Review schedule coverage to assess alignment with service level and operational goals.
Maintain established or ad-hoc reporting requests related to staffing and performance.
Review schedule and skilling audit trails to ensure compliance with expectations.
These duties must be performed with or without reasonable accommodation.

Benefits

Medical, Dental and Vision insurance for you and your family
Relax and recharge with Paid Time Off (PTO)
6 company-observed paid holidays, plus 3 paid floating holidays
401k (after 90 days) plus employer match up to 4%
Pet Insurance for your furry family members
Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
We invest in your future through Tuition Reimbursement
Save on taxes with Flexible Spending Accounts
Peace of mind with Life and AD&D Insurance
Protect yourself with company-paid Long-Term Disability and voluntary Short-Term Disability