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Real Time Analyst

3 weeks ago

Toronto, Canada Propel Holding Inc Full time

**_About Us:_**

Propel Holdings (TSX:PRL) is an innovative, online fintech company, committed to credit inclusion by providing and facilitating fair, fast and transparent access to credit with exceptional service using its proprietary, industry-leading online platform. Through its operating brands, Propel is focused on providing access to credit to underserved consumers who struggle to access credit from mainstream credit providers. Propel is proud to have been able to facilitate access to credit for an increasing number of consumers, helping them move forward in their credit journeys.

Our amazing team has experienced phenomenal growth and thrives on an entrepreneurial spirit, passion, and top-tier talent. We believe in innovation and in measuring success through results and growing within; talent and hard work never goes unnoticed, and we succeed together.

**_ About You:_**

You are a talented professional looking for a career, not a job. Reporting to the Manager, Workforce Management, you will be responsible for managing and ensuring that the service level agreements for various programs are met.

You picture yourself succeeding within a vibrant and entrepreneurial organization where your ideas will be heard, and where you will have an opportunity to showcase your talents and great skills. You are motivated by goals, a self-starter, and a hardworking individual who likes to wear multiple hats. We are seeking a proven, driven team player who is looking to join a fast-paced, high growth, energetic and forward-thinking team.

**Responsibilities**
- Real-time monitoring of queues across multiple lines of business
- Provide real-time updates to call center management regarding queue management and performance updates to hit service level goals
- Set skill priorities and adjust as needed
- Keep current on business changes to ensure real time program compliance
- Respond to Operations requests accurately and in a timely manner
- Assist with creation of metrics and targets for services
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Produce daily, bi-weekly, and monthly internal reports
- Create, manage, and distribute normal daily and ad hoc reports to business
- Make recommendations to the operation departments that will affect staffing decisions and daily department performance
- Analyse service level real time and make recommendations as needed
- Assist with projects and other duties as requested or assigned

***

**Requirements**:

- Must have 2+ years of experience in a contact center environment
- 1+ years previous experience in a Workforce Management role as an RTA or Analyst
- High level of accuracy, problem-solving skills and ability to take initiative
- Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Organized with the ability to quickly and effectively adapt to change
- Ability to multi-task, focus, and have excellent time management skills with the ability to work with mínimal supervision
- Advanced level of proficiency in Microsoft Excel (advanced formulas, etc.), Word and Outlook
- Flexibility to cover hours of operation in a 7-day week environment, if needed
- Experience with NICE In-Contact, an asset
- Outbound Dialer experience an asset
- VBA macros an asset

**_Please note: All interviews will be conducted using “Microsoft Teams” _