Operations Workforce Coordinator

Overview:

Join the nation’s leader in second-look finance servicing as our Operations Workforce Coordinator!

Scheduled workdays are typically 8 hours a day, with schedules of Monday- Sunday, 8:00am-9:00pm EST, and may include holidays, evenings, and weekends.

***Remote opportunity available, must be in or near the Akron, OH area with onsite Training***

The impact you’ll have at Concora Credit:

This position is responsible for the day to day monitoring and execution of the auto dialing system and agent adherence to scheduled activities.  This position will also work closely with call center management concerning call volumes, attendance, rosters, metrics and ad-hoc deliverables.

We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

As our Operations Workforce Coordinator, you will:

• Complete rostering across different locations and lines of business.
• Monitor systems to ensure agents are adhering to any scheduled activities.
• Monitor systems for optimum contact rate, penetration rate, and abandon rate.
• Effectively communicate/escalate issues to operations leadership in a timely manner.
• Ensure all queues and campaigns are properly functioning and conduct test calls if necessary.
• Ensure the dialer is performing at optimum performance during all times.
• Develop and produce reports daily, weekly, monthly and ad hoc for call center production.
• Focus on key performance indicators and identify opportunities for dialing campaigns or inbound call management.
• Ensure intra-day results conform to planned targets.
• Interface with call center managers on handle time, wrap time, average speed of answer, and help assess appropriate staffing levels.
• Assist IT, external agencies, or vendors with technical support and diagnostic.
• Other duties as assigned.

These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Requirements:

• High school diploma or GED required.
• Proficient skills using MS Excel.
• Ability to prioritize multiple tasks and work with end users to meet appropriate deadlines.
• Ability to identify an opportunity or problem and develop creative solutions.
• Excellent communications skills – verbal and written with all levels.
• Good organization and planning skills.
• Flexibility to adapt quickly to change.
• Good decision making and problem solving skills.
• Must maintain a high level of professionalism and confidentiality at all times.
• Ability to work independently with little supervision.
• Strong attention to detail required.
• Ability to work various shifts, including weekends.

Preferred Qualifications

• Knowledge of SQL and/or Databricks preferred.
• Knowledge of forecasting and/or workforce management systems preferred.
• Call center technology experience with dialers, telephony, and reporting tools preferred.

What’s In It For You:

• Medical, Dental and Vision insurance for you and your family
• Relax and recharge with Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
• We invest in your future through Tuition Reimbursement
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Concora Credit Is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com.