Real Time Analyst - Toronto, Canada - Propel Holding Inc

Propel Holding Inc

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_About Us:
_
Propel (

TSX:
PRL) is an innovative Fintech Company that provides services and unsecured financial products to consumers via a safe and secure online platform.

Propel was founded in 2011 in Toronto to remove the complexity and bureaucracy that people often experience while trying to borrow money, and to provide an underserved population with unsecured credit in a respectful way and with extraordinary service.

Our goal is to provide our customers with a simple and convenient process

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

Realtime monitoring of queues across multiple lines of business
Provide realtime 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, biweekly, 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, problemsolving 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 multitask, 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 7day 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" _