Job Description
The Role
Join Prosper's Workforce Management (WFM) Team as a Real-Time Specialist and play a vital role in optimizing our contact center operations. You'll monitor performance metrics in real-time, identify trends, and collaborate with leadership to enhance operational efficiency and customer experience.
This role offers a pathway to advance to an Operations Analyst or equivalent position within 2-3 years through developing analytical skills and operational knowledge.
The schedule for this role is hybrid; Tuesday - Saturday (Wednesday and Thursday in-office) with potential transition to full-time onsite.
What's In It For You
- Starting at 22/hr + annual bonus
- Hybrid work schedule –Two days (W/TH) a week in office
- Employer paid health, dental and vision insurance
- Paid time off (20 days for first year, increases annually thereafter) plus company paid holidays
- Access to education & career development courses through Udemy, child & pet care assistance credits with Urban Sitter, legal resources through Rocket Lawyer, and more!
- Onsite kitchen with fully stocked snacks & monthly catered lunches
What You Will Do
- Monitor agent productivity using NICE IEX, CXone, and LiveVox platforms
- Analyze key metrics including call volume, handle time, and staffing to identify trends
- Lead daily WFM morning huddles with performance updates and action plans
- Provide data-driven recommendations for staffing adjustments
- Coordinate agent offline activities (meetings, training, coaching)
- Process attendance and exception requests per company guidelines
- Additional duties & responsibilities as assigned by your manager to support team & business needs
What You'll Bring
- High School diploma (or GED) with a minimum of 2+ years related work experience required
- Understanding of contact center operations (preferably for Prosper's products - Personal Loans, Credit Cards, HELOC etc.)
- Basic data analysis skills with ability to recognize patterns
- Strong attention to detail and problem-solving abilities
- Clear written and verbal communication skills
- Proficiency in Excel (advanced skills preferred)
- Adaptability, integrity, and team-oriented mindset
- Sense of urgency and commitment to excellence
Bonus Qualifications
- Experience with Tableau, SQL, or BigQuery
- Familiarity with WFM scheduling software and ACD reporting systems (NICE IEX, CXOne)
