What are the responsibilities and job description for the Real Time Analyst, Workforce Management position at SoFi?
The role
The Workforce Real Time Analyst ensures Operations meets service level requirements by monitoring key metrics via contact channels and queues within the operations center. The position is responsible for monitoring call and loan application volume, adjusting schedules in an accurate and timely fashion to meet stated service level targets and ensuring appropriate coverage. This position will analyze day of operational trends to include call volume and patterns, loan volume and patterns, staff productivity, and resource allocation.
What you’ll do :
- Analyze data from various sources to compile a comprehensive picture of the overall business performance and levers executed on day of
- Monitor and analyze all operations channels and products real time to achieve goals and metrics
- Skill level and schedule management for optimal business performance
- Communicate decisions and actions across all lines of business and levels of management
- Process ticket requests, manage training needs, initiate tech issues, conduct daily touchpoints with operations to align day of strategies
- Maintain daily, weekly, monthly reporting in addition to adhoc requests
What you’ll need :
Nice to have :
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
Pay range : $20.48 - $38.40
Payment frequency : Hourly
This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above.
Salary : $20 - $38
