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$45k–$55k/yr
Full-time
Health benefits, Dental benefits, Group RRSP program, Support for new parents, Vacation package
Posted 6h ago
~40 hrs/week
Responsibilities
The Real Time Analyst monitors real-time adherence and staffing levels across multiple queues to ensure service level targets are met. They are responsible for managing agent schedules, recording attendance, and providing operational reports using workforce management tools.
Requirements
Candidates must have at least two years of experience in a contact center environment and a proven background in a workforce management role. Proficiency in Microsoft Excel and the ability to adapt to a fast-paced, entrepreneurial environment are essential.
Full job description
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:
You thrive in a vibrant, entrepreneurial organization where your ideas are valued. You are motivated by goals, a self-starter, and enjoy wearing multiple hats in a fast-growing fintech environment.
Responsibilities
Monitor NICE Clearview and Real-Time Adherence across US and Canadian lines of business; identify agents who are late, absent, in the wrong AUX, over break, on unauthorized outbound activity, or otherwise out of adherence
Record absence, tardiness, technical issues, leave-early requests, and NCNS events; update NICE and UKG with the correct codes, timestamps, comments, and supporting documentation
Monitor calls waiting longer than 80 seconds, investigate stuck contacts, manage Spanish-call prioritization, and monitor digital chat, SMS, email, FORA, KOHO, and Pathward queues
Add or remove skills, dedicate agents to high-volume queues, ensure correct NICE profiles and skills, and alert operations through group chats and email when staffing gaps arise
Offer and document paid or unpaid VTO, solicit overtime when service levels require it, process shift swaps, vacations, holidays, and new-hire schedules
Schedule coaching, meetings, training, and e-learning; update NICE schedules, send invitations, avoid break conflicts, and maintain training trackers
Maintain attendance, intraday, late-agent, EIP/shrink/YTD, and dialer files; send WFM pulse-check reports at scheduled times using data from NICE, DOMO, and shared files
Run and monitor dialers for NC, PS, FORA/KOHO
Respond to questions from managers, team leads, trainers, SMEs, and agents; forward important attendance or absence notifications and communicate staffing or service-level risks to operations
Update schedules for specific month-end dates with U.S. and Canada stat holidays
Run forecasts by collecting historical data, applying forecast parameters, and analyzing for accuracy
Generate and publish schedules in 3-month blocks
Update vacations, biweekly team meetings, 1:1 coaching, shift swaps, and other offline activities
Review vacation requests for approval or refusal and update calendar files, NICE schedules, and UKG schedules as needed
Assess staffing needs and create schedules for new hires, including updates to WEM skills, ACD skills, NICE rules, and UKG schedule patterns
Stay closely aligned with Operations on agent-related concerns, including accommodations and procedure updates
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, and have excellent time management skills with the ability to work with minimal supervision
Ability to take initiative
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, an asset
Outbound Dialer experience an 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
Salary Range
$45,000 – $55,000
Final compensation is determined by market conditions, location, and the candidate’s experience, skills, and education. This role may also be eligible for performance-based incentive programs and total compensation may include variable incentives, such as bonuses and commissions.
This posting is for an existing vacancy within our organization.
Our Culture
Propel brings together the brightest talent to build opportunities. We are entrepreneurs who measure success through results and growth from within; talent and hard work never go unnoticed. Our team fosters curiosity and growth, making Propel one of North America’s fastest-growing companies and a Best Place to Work.
Commitment to Diversity & Inclusion
Propel welcomes and encourages applications from all groups, including Indigenous peoples, women, visible minorities, persons with disabilities, people from gender and sexually diverse communities, and those with intersectional identities. 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 meet your needs.
AI Disclosure
We use AI to assist in reviewing applications and assessing candidates. These tools support our recruitment team, however, all hiring decisions are made by our trained hiring managers and recruitment professionals, not AI.
Related keywords
FintechWorkforce ManagementRTANICE In-ContactUKGDomoReal-time AdherenceForecastingSchedulingContact CenterDialerService LevelsStaffingMicrosoft ExcelMicrosoft WordMicrosoft Outlook
The fintech platform building a new world of financial opportunity.
Industry
Financial Services
Company size
201-500 employees
Headquarters
Toronto, Ontario
LinkedIn followers
39,608
Total funding
$801M
Propel’s (TSX: PRL) operating brands — CreditFresh, MoneyKey, Fora Credit, and QuidMarket — facilitate access to credit for consumers underserved by traditional financial institutions. Through its AI-powered platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. The result is better products and an expanded credit market for consumers while creating sustainable, profitable growth for Propel. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over two billion dollars in credit. At Propel, we are here to change the way customers, partners and investors succeed together. Learn more at propelholdings.com
Offices: 69 Yonge St, 1500, Toronto, Ontario M5E 1K3, CA · Toronto, CA
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