Real Time Analyst

About Us:

Propel (TSX: PRL) is a fintech company building a new world of financial opportunities by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we’ve been so successful and why our employees choose Propel to build their careers. It’s also why we’re one of North America’s fastest growing companies and a Best Place to Work.

Join us as we change the way employees, customers and shareholders succeed together.



About You:

As a fast-growing fintech, we stay true to our startup roots. You picture yourself within a vibrant and entrepreneurial organization where your ideas will be heard, and you have an opportunity to showcase your talent. You are motivated by goals, a self-starter and like to wear multiple hats.

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
• Analyze service level real time and make recommendations as needed
• Keep current on business changes to ensure real time compliance
• Respond to Operations requests accurately and in a timely manner
• Handle all emails that come into the WFM inbox
• Assist with creation of metrics and targets
• Produce daily, weekly, monthly, and ad hoc reports to the business
• Assist with projects and other duties as requested or assigned
• Generate ideas for process and service improvement planning
• Make recommendations to Operations that will affect staffing decisions and daily department performance
• Assist with projects and other duties as requested or assigned
• Works closely with the leadership team and other stakeholders to plan and execute activities such as training events, team meetings and coaching sessions.
• Compiles historical data to facilitate the forecasting design process including transaction volumes, average handle time and shrinkage
• Analyze and communicate trends in call volumes, performance indicators, productivity, absenteeism, and turnover
• Monitors staffing levels and volumes real-time, to diagnose emerging trends and support decisions regarding resource allocation
• Takes the lead in coordinating and deciding on real-time action plans, with the leadership team to manage and resolve service impacting events
• Analyzes staffing trends and makes recommendations to the leadership team including use of overtime and/or voluntary time off
  
  
  

Requirements

• Must have 2+ years of experience in a contact center environment
• 2+ years previous experience in a Workforce Management role as an RTA or Analyst
• High level of accuracy, and problem-solving skills
• 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, take initiative, and have excellent time management skills with the ability to work with minimal 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 (asset)
• Outbound Dialer experience (asset)
  
  
  

Benefits To Joining Propel

• Growth and opportunity – we pride ourselves on promoting from within
• Incredible company culture
• Competitive salary and health benefits
• Comprehensive vacation package
• Group health and dental benefits
• Group RRSP program
• Support for new parents
• Diverse and inclusive workplace
  
  
  

Should you require accommodation throughout any stage of the recruitment and selection process, please specify your requirements when submitting your application and we will work with you to accommodate your needs.

We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, family status, national origin, age, people from gender and sexually diverse communities, and/or people with intersectional identities.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted. No agencies or phone calls.