The Role
Join Prosper's Workforce Management (WFM) Team as a Real-Time Specialist and play a vital role in optimizing our contact center operations. You'll monitor performance metrics in real-time, identify trends, and collaborate with leadership to enhance operational efficiency and customer experience.
This role offers a pathway to advance to an Operations Analyst or equivalent position within 2-3 years through developing analytical skills and operational knowledge.
This is a Hybrid role (Wednesday and Thursday in PHX office) with potential transition to full-time onsite.
What's In It For You
Starting at 22/hr + annual bonus
Hybrid work schedule –Two days (W/TH) a week in office
Employer paid health, dental and vision insurance
Paid time off (20 days for first year, increases annually thereafter) plus company paid holidays
Access to education & career development courses through Udemy, child & pet care assistance credits with Urban Sitter, legal resources through Rocket Lawyer, and more!
Onsite kitchen with fully stocked snacks & monthly catered lunches
What You Will Do
Monitor agent productivity using NICE IEX, CXone, and LiveVox platforms
Analyze key metrics including call volume, handle time, and staffing to identify trends
Lead daily WFM morning huddles with performance updates and action plans
Provide data-driven recommendations for staffing adjustments
Coordinate agent offline activities (meetings, training, coaching)
Process attendance and exception requests per company guidelines
Additional duties & responsibilities as assigned by your manager to support team & business needs
What You'll Bring
High School diploma (or GED) with a minimum of 2+ years related work experience required
Understanding of contact center operations (preferably for Prosper's products - Personal Loans, Credit Cards, HELOC etc.)
Basic data analysis skills with ability to recognize patterns
Strong attention to detail and problem-solving abilities
Clear written and verbal communication skills
Proficiency in Excel (advanced skills preferred)
Adaptability, integrity, and team-oriented mindset
Sense of urgency and commitment to excellence
Bonus Qualifications
Experience with Tableau, SQL, or BigQuery
Familiarity with WFM scheduling software and ACD reporting systems (NICE IEX, CXOne)
