Intraday Management Specialist

Current Employees of Happen Bank:
Please apply via your internal Workday Account Happen Bank (formerly Lending Club) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community.

Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.

About the Role The Workforce Management Team is at the heart of the production floor. The group performs several primary functions, including volume forecasting, staffing and scheduling, intraday management, and dialer operations. This role proactively addresses impacts to volume and staffing throughout each day while monitoring dialer performance, maintaining operational reporting, and optimizing dialing strategies to improve productivity and the borrower experience.

By joining the WFM Intraday Management team, you'll have the opportunity to develop a strong analytical skillset and positively impact the business by identifying and correcting potential issues before they happen. You will translate complex workforce and dialer data into actionable recommendations, support accountability across operations, and gain deeper insight into staffing logistics, borrower impacts, revenue generation, operational efficiency, and other key business outcomes.

What You'll DoMonitor real-time adherence, staffing, call statistics, and dialer performance; communicate with management to ensure activity is managed efficiently throughout the day Create and maintain dialer services and campaigns, and monitor dialer efficiency daily to support operational goals

Run day-to-day dialer operations, including starting and stopping campaigns, managing campaign intensity and pacing, monitoring performance throughout the day, and making real-time adjustments based on staffing, capacity, and business needs

Create, implement, and analyze reporting for workforce management and dialer operations; maintain and audit reports daily for accuracy, quality, and consistency

Monitor and manage schedule exceptions, tardiness, PTO, and other intraday events, addressing issues as they occur

Monitor Key Performance Indicators (KPIs) and performance to goals on an interval, daily, weekly, and monthly basis, including service level, abandon rate, ASA, AHT, contact rate, and productivity

Monitor intraday call volume, staffing, and dialer capacity to ensure an optimal borrower experience and balanced workload

Recommend voluntary time off (early-outs) and overtime to alleviate overstaffing or remedy understaffing

Translate workforce and dialer data into actionable recommendations, clearly communicate risks and opportunities, and follow through with operations leaders to support accountability

Coordinate with first-party partners to ensure consistent communication between locations and standardize processes and procedures across sites wherever possible

About You Two or more years of relevant workforce management, contact center operations, reporting, or dialer experience; high school diploma or GED equivalent.

Previous experience operating or supporting a predictive dialer is preferred.

Proficiency in Microsoft Office, including intermediate Microsoft Excel skills and the ability to turn data into actionable information.

Strong analytical, problem-solving, and reporting-quality skills, with exceptional attention to detail.

Strong communication skills, with the ability to communicate effectively by voice, email,…