Real Time Specialist

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.

• 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

• 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

• 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

• Experience with Tableau, SQL, or BigQuery
• Familiarity with WFM scheduling software and ACD reporting systems (NICE IEX, CXOne)