Job details

Manager, Workforce Real Time Analyst

Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role:

The Manager, Workforce Real Time Analyst will lead and manage the Domestic and Global Partner RTA Analyst team. This person will be responsible for developing the analysts and guiding them daily to meet service level requirements and daily execution by monitoring key metrics via contact channels and queues within the operations center. This position will also partner closely with the workforce management team, data analytics, and operations (BPO & Sofi) to align on daily performance and reporting. Additional responsibilities include but are not limited to; basic workload support(processing tickets, slacks, requests), conducting daily operations touchpoint calls, supporting real-time decisions and recommendations, and various reporting needs.

What you’ll do:

Understanding of contact center setup, workforce management tools, ACD, and execution strategies for optimal performance. Create, maintain, and develop dashboards, SOP’s etc.,
Foster a team environment, leading, coaching, and developing analysts globally, sharing knowledge, providing education on processes, and encouraging participation and creative ideas. Support team with daily duties and workload
Lead daily review calls, provide recommendations, and develop periodic and ad-hoc reports to cascade to operations partners
Analyze and translate data from various sources to compile a comprehensive picture of the overall business performance offering valuable insight against metric projection and decisions

What you’ll need:

Minimum of 3 years of WFM experience in a multi-channel call center environment, including offshore operations
Minimum of 3 years of experience as a people management in an operations call center environment
Ability and desire to Lead, teach, and foster the integrity of the WFM team
Exceptional Verbal and written communication skills, and decision-making skills
Ability to work in a fast-paced environment and make decisions and recommendations without direction of a manager
Fosters a team environment
Strong understanding of contact center setup both agents skills and multi-channel.
Sound understanding of business goals and direction
Efficient in Microsoft Office products/sheets
Knowledge and experience in Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software (Genesys, Calabrio, Intradiem)

Nice to have:

Access, Tableau editing experience

Compensation and Benefits

The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.

To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!