Workforce Analyst

Job Description

Job Description

Salary : $22.00-$25.00 / hr

Come join a growing financial technology company thats leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking a Workforce Analyst to support our Operations team.

The Workforce Analyst will be responsible for the daily call center's performance by effectively delivering real-time (intra-day) management to optimize resources to achieve business objectives. Key functional responsibility includes demonstrating a strong understanding of how planning / forecasting staffing requirements translate to optimizing schedules and real-time (intra-day) management to support a multi-vendor relationship. Strong communication skills will be critical in this role as it will involve providing feedback to CFC and multiple vendors. The position may require some evening and weekend availability as business needs arise.

Essential Functions :

Real-time Adherence Monitoring :

• Utilize workforce management tools to monitor agent adherence to schedules in real time.
• Identify and address deviations from schedules promptly to maintain optimal service levels.

Dialer Campaign Management :

Workforce Forecasting and Planning :

Performance Analysis and Reporting :

Process Improvement and Optimization :

Cross-Functional Collaboration :

The ideal candidate will have the following :

Why Continental Finance?

Continental Finance Company (the CFC) is one of Americas leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since our founding in 2005, we have prided ourselves on corporate responsibility to customers in terms of a strong customer support program and fair treatment. With our success, we have also grown into an innovative financial tech company! With a state-of-the-art consumer marketing and servicing platform, we provide a variety of services to consumers when other financial institutions will not accommodate them. With more than 2.6 million credit cards managed and serviced since our founding, we pride ourselves on putting the customer first.We are not a chartered banking financial institution, nor are we a debt originator or a credit card issuer.

CFC is an equal opportunity employer that is committed to inclusion and diversity. Our company provides equal employment opportunity (EEO) regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!

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