Real Time Analyst

About Propel Holdings

Propel is a pioneering fintech firm (TSX: PRL) dedicated to expanding financial access for underserved consumers by leveraging AI-powered credit evaluation beyond traditional credit scoring. The platform has facilitated over one million loans and lines of credit, totaling more than one billion dollars. At Propel, entrepreneurial spirit and measurable results define our culture, offering employees opportunities for growth and recognition in a collaborative environment. We are recognized as one of North America's fastest-growing companies and a top workplace.

Role Overview

As a Real Time Analyst, you will play a pivotal role in monitoring and managing workforce adherence and operational efficiency within our contact centers across US and Canada. This position thrives in a dynamic fintech setting where multitasking and goal-orientation are essential.

Primary Responsibilities

• Monitor NICE Clearview and Real-Time Adherence systems to track agent punctuality, attendance, appropriate AUX states, break times, and outbound activities across US and Canadian lines of business.
• Document and update records for absences, tardiness, technical issues, early leaves, and no-shows accurately in NICE and UKG with pertinent codes and details.
• Manage call queues including calls exceeding 80 seconds wait, stuck contacts, prioritization of Spanish calls, as well as digital channels such as chat, SMS, email, and platforms like FORA, KOHO, and Pathward.
• Adjust agent skills and profiles, allocate resources to high-demand queues, and communicate staffing shortfalls to operations via emails and group chats.
• Coordinate voluntary time off (paid/unpaid), overtime solicitation, shift swaps, vacation scheduling, holidays, and onboarding schedules.
• Organize coaching sessions, meetings, training, and e-learning initiatives, managing schedules and invitations to avoid conflicts and maintain training records.
• Maintain key workforce data files including attendance and dialing metrics; generate and dispatch WFM pulse reports using data from multiple sources such as NICE and DOMO.
• Operate and oversee dialers for different business units including NC, PS, FORA/KOHO.
• Address queries from management, trainers, and agents; relay critical attendance and staffing risk information to operations.
• Ensure accurate scheduling around US and Canada statutory holidays and coordinate forecast planning based on historical data analysis.
• Publish schedules quarterly and manage updates related to vacations, coaching, shift swaps, and other offline team activities.
• Evaluate and process vacation and shift swap requests, maintaining synchronized records across scheduling platforms.
• Assess workforce demands for new hires, update necessary workforce management skills, profiles, and scheduling rules accordingly.
• Collaborate closely with Operations on agent accommodations and procedural updates.

Candidate Requirements

• Minimum 2 years experience in a contact center environment.
• At least 2 years in a Workforce Management capacity, preferably as a Real Time Analyst or similar analyst role.
• Strong accuracy and advanced problem-solving capabilities.
• Effective prioritization, multitasking, deadline management, and detail orientation.
• Highly organized and capable of adapting swiftly to change.
• Self-motivated with excellent time management and minimal supervision needs.
• Demonstrated initiative and proactive mindset.
• Advanced proficiency in Microsoft Excel (including complex formulas), Word, and Outlook.
• Willingness to work flexible hours, including 7-day week coverage if required.
• Experience with NICE In-Contact and outbound dialers considered a strong asset.

Benefits

• Opportunities for career advancement through internal promotion.
• A vibrant and supportive company culture.
• Competitive salary complemented by comprehensive health benefits.
• Generous vacation policies.
• Group health and dental coverage.
• Group RRSP retirement savings plan.
• Support programs for new parents.
• Commitment to diversity and inclusion in the workplace.

Salary

The salary range for this role is $45,000 to $55,000 annually, with final compensation influenced by experience, skills, education, and location. Additional performance-based incentives such as bonuses may be applicable.

Equal Opportunity & Inclusion

Propel encourages candidates from diverse backgrounds including Indigenous peoples, women, visible minorities, persons with disabilities, and LGBTQ+ communities to apply. Accommodations during recruitment can be arranged upon request.

Artificial Intelligence Disclosure

AI tools may be utilized to assist in application screening but hiring decisions are finalized by qualified recruitment professionals.