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. The schedule for this role is hybrid; Tuesday - Saturday (Wednesday and Thursday in-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)