Job description

Description Job Title: Real-time Analyst, Workforce Management Location: Las Vegas, Nevada Hourly Rate: $22-$26/ hour DOE Work Schedule: Monday-Friday (Day shift) The Company: Sunbit is revolutionizing the way Americans across all walks of life access care, services, and beyond for ubiquitous, everyday needs. In an era during which everyone is chasing digital transactions, we focus on empowering local merchants and essential services that serve as the lifeblood of their respective communities. As a Buy Now Pay Later (BNPL) technology company, we're building new capabilities that help shoppers realize the full potential of their buying power, provide merchants with the tools to sell more easily, and help lenders open the door to fair financing for people from every conceivable background. By introducing a flexible way to pay overtime, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary, expenses arise... regardless of whether they were expected or unexpected. Sunbit is active in more than 35,000 locations, with 1 in 3 auto dealerships, optometry, dental, and other practices already leveraging our interactive platform. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making financing purchases at the point-of-sale fast, fair and easy for consumers across the credit spectrum. Founded in 2016, we completed a $130MM Series D round at $1.1B in valuation in 2021, and we’re just getting started - by creating value focused on values, we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere. The Role: The team at Sunbit is looking for a self-motivated and ambitious Real-time Analyst (RTA) to join our team in Las Vegas, Nevada. The RTA role focuses on maintaining agent level dashboards and Real-Time call queue monitoring as well as providing insight/analysis of call handling effectiveness via accurate reporting. Please Note: This position is in a Call Center, in office (non-remote) environment. What you'll own: ● Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements. ● Provide real-time performance reports (aux activities, hold time, after call usage) and post- mortem reports to Operations leaders in the established cadence. ● Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required action. ● Producing and analyzing management reports to support inbound and outbound operations. ● Collaborating with cross-functional teams to identify opportunities, implement solutions, and measure improvements to meet business objectives. ● Clearly communicating forecasted workload, assumptions, changes, and inputs to relevant stakeholders. ● Identifying opportunities to improve contact center metrics and conducting high-level analyses to address forecasting deviations. ● Dedicated to increasing your data analytics skillset within Excel and Google Sheets. Note: This job description is not exhaustive and may evolve as business needs change. Requirements What You Bring to the Table: ● 6 months to 2+ years of experience in a Call Center, Operations or Workforce Management, with a basic understanding of business unit operations, systems, and WFM methods. ● Experience with workforce management systems is preferred; Verint scheduling is a plus—please mention if you have experience with this tool. ● Ability to identify process improvement opportunities, recognize patterns, and implement effective solutions. ● Demonstrated ability to establish and maintain effective working relationships with personnel at all levels and across departments. ● Knowledge of phone system reporting and scheduling tools such as Verint, NICE, IEX, Cisco, and Five9. (a bonus) ● Basic proficiency in Excel and Google Sheets. ● Demonstrates exceptional interpersonal and multimodal communication skills. Proven ability to engage confidently with leadership, facilitating direct discussions to identify and address evolving business needs. ● Perform by regularly standing and walking throughout the call center for up to 3 hours per workday. The Perks: ● Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list ● Mission driven + empowered + collaborative environment ● Competitive pay and stock options ● Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave ● Newly added HSA and Pet Insurance ● 401K Plan with Matching ● 12 days of PTO your first year with increases thereafter + Holiday Pay ● Casual Dress ● Cell phone stipend ● Other fun team events and Spirit Days ● Open door policy / Open office floor plan ● State-of-the-art customer care contact center Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees. Recruitment Fraud Disclaimer We’ve been made aware of fraudsters impersonating Sunbit employees during the hiring process. Please note that all official communication will come from an @sunbit.com email address, through our applicant tracking platform @sunbit.comeet-notifications.com or directly via LinkedIn. We will never ask for your age, Social Security number, bank account details, payment of any kind, or other unrelated personal information during the application process. Our hiring process always includes interviews, either by phone, zoom, or in person, before any offer is made. If something feels suspicious, please contact us at hr@sunbit.com to confirm. We ask that you contact hr@sunbit.com only about potential instances of fraud. hr@sunbit.com does not reach our recruiting team directly. Your application directly through the posting is the best way to ensure that your candidacy is reviewed by our team. Due to the volume of applications, we will not respond to nor forward emails about your candidacy that are sent to hr@sunbit.com directly, and your email about your application will be deleted from our systems. Our hiring process always includes interviews, either by phone, zoom, or in person, before any offer is made. If something feels suspicious, please contact us at hr@sunbit.com to confirm.