The Role
The Workforce Associate, part of the Operations team, will help manage the daily operational procedures for our Servicing Team (call center team). The Associate will principally be responsible for completing a wide variety of tasks that ensure the business runs smoothly and efficiently. These tasks include:
This position will be headquartered at our San Francisco office with operating hours covering the weekend and evening hours. Ability to travel to partner sites (Mexico and Colombia) is a plus.
- Servicing Team efficiency and execution
- Live monitoring of Servicing Team
- Ensuring meals and breaks are taken at correct time, adjusting when necessary
- Ensuring correct codes and states are being used
- Becoming an expert on policies & aiding the Servicing Team in non-standard situations
- Develop and manage backup plans to cover absences and/or overtime needs
- Validating dialer lists, monitoring Inbound queues and campaigns
- Reporting and Analytics
- Running and refreshing operational reports
- Reviewing reports and identifying trends & efficiency opportunities
- Helping supervisors maintain performance records
- Compiling data from different teams to present to supervisors and team leads
- Operational Support
- May be assigned other tasks and duties to support critical operational functions
The Workforce Associate will be essential to our continued journey to improve performance and efficiency as our Servicing Team continues to grow.
Your Skills Profile
- BA/BS degree or equivalent practical experience
- Required: Excel
- Nice to have: SQL
- Fluency in English & Spanish
- 1-3 years of experience in operations or other execution-oriented roles
- Efficient and flawless execution of given tasks, every time
- Outstanding organizational, prioritization, and multitasking skills
- Deadline and detail-oriented
- Strong communication and interpersonal skills
- Thoughtful and creative problem-solver