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Workforce Specialist

Contact Center Workforce Specialist monitors KPIs and coverage needs.
Oportun
Remote
Mexico
Undisclosed salary
Job Description
Oportun is seeking a Contact Center Workforce Specialist to monitor KPIs and ensure adequate coverage within the Contact Center. This role involves analyzing intraday information, adjusting skills to meet operational needs, and processing agent time-off requests. The Workforce Specialist will support other teams with data and provide recommendations to maintain KPIs such as SLAs and abandonment rates.
  • Real-time monitoring of Contact Center KPIs
  • Intraday analysis of KPIs, including campaign completion and agent adherence
  • Skills adjustments to maintain KPIs and operational needs
  • Processing agendas and pauses required by operations
  • Managing agent time-off requests
  • Supporting other teams with workforce data
  • Full-time availability, including weekends
  • Strong communication skills
  • Ability to work independently and as part of a team
  • Efficient workplace management and prioritization skills
  • Proficiency in Microsoft Excel and Office
  • Working knowledge of workforce management software
  • Ability to work effectively in a fast-paced environment
  • English fluency
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    Oportun

    Oportun is a mission-driven fintech company focused on providing accessible financial services. As a certified Community Development Financial Institution, Oportun empowers its members to achieve their financial goals through intelligent borrowing, savings, and budgeting solutions. The company offers responsible and affordable credit options and strives to save its members money on interest and fees. Oportun serves individuals often left out of the financial mainstream.

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