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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 Workforce Real Time Analyst ensures Operations meets service level requirements by monitoring key metrics via contact channels and queues within the operations center. The position is responsible for monitoring call and loan application volume, adjusting schedules in an accurate and timely fashion to meet stated service level targets and ensuring appropriate coverage. This position will analyze day of operational trends to include call volume and patterns, loan volume and patterns, staff productivity, and resource allocation.
What you’ll do:
Analyze data from various sources to compile a comprehensive picture of the overall business performance and levers executed on day of
Monitor and analyze all operations channels and products real time to achieve goals and metrics
Skill level and schedule management for optimal business performance
Communicate decisions and actions across all lines of business and levels of management
Process ticket requests, manage training needs, initiate tech issues, conduct daily touchpoints with operations to align day of strategies
Maintain daily, weekly, monthly reporting in addition to adhoc requests
What you’ll need:
Minimum of 1 year of WFM experience in a multi-channel call center environment
Professional and effective verbal and written Communication skills
Ability to execute in a fast moving and collaborative environment.
Decision making and Problem solving skills
Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software. Genesys and Calabrio is a plus
Experience utilizing a major ACD system
Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience preferred
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!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Financial Services
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