Description
JOB TITLE: Real-Time Analyst (RTA) – Workforce Management
LOCATION: Las Vegas, Nevada
HOURLY RATE: $19.23/HR + DOE
WORK SCHEDULE: Monday-Friday (6:30am or 7:00am start time)
Who We Are:
Sunbit is revolutionizing the way Americans across all walks of life access care, services, and beyond for ubiquitous, everyday needs. In an era during which everyone is chasing digital transactions, we focus on empowering local merchants and essential services that serve as the lifeblood of their respective communities. As a Buy Now Pay Later (BNPL) technology company, we're building new capabilities that help shoppers realize the full potential of their buying power, provide merchants with the tools to sell more easily, and help lenders open the door to fair financing for people from every conceivable background. By introducing a flexible way to pay overtime, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary, expenses arise... regardless of whether they were expected or unexpected. Sunbit is active in more than 20,000 locations, with 1 in 3 auto dealerships, optometry, dental, and other practices already leveraging our interactive platform. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making financing purchases at the point-of-sale fast, fair and easy for consumers across the credit spectrum. Founded in 2016, we completed a $130MM Series D round at $1.1B in valuation in 2021, and we’re just getting started - by creating value focused on values, we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.
The Role:
We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management team. The RTA will monitor call center operations in real-time, make intraday adjustments, and provide actionable insights to optimize agent performance and service level goals. Additionally, the RTA will perform reporting functions.
Please Note: This position is in a Call Center, in office (non-remote) environment.
Requirements
What You’ll Be Doing:
- Real-Time Monitoring - Actively monitor and manage real-time call/chat/email volumes, agent adherence, and queue performance using WFM software, identify and address deviations in scheduling, occupancy, and adherence to maintain service level agreements (SLAs).
- Intraday Adjustments - Make schedule adjustments (e.g., breaks, lunches, overtime, or voluntary time off) to respond to changes in call volume or staffing needs, communicate urgent updates to team leaders, supervisors, and agents.
- Data Analysis & Reporting - Track intraday performance metrics, including service levels, ASA, shrinkage, and agent occupancy, provide intraday performance reports and highlight key trends or issues to WFM leadership.
- Collaboration & Communication - Work closely with scheduling, forecasting, and operations teams to align staffing with demand, Serve as the point of contact for real-time escalation and provide solutions to operational challenges.
What You Bring to the Table:
- 6 months –2 years in a Workforce Management role, preferably as a Real-Time Analyst, or equivalent call center experience.
- Proficiency in WFM tools (e.g., Verint, Five9, NICE, Aspect) and call center technologies (ACD, IVR).
- Strong knowledge of Microsoft Excel or Google Sheets for data analysis.
- Exceptional attention to detail and ability to multitask in a fast-paced environment.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills to interact with diverse teams.
Additional Qualifications:
- Experience in multi-channel contact centers (voice, chat, email).
- Familiarity with scheduling, forecasting, or workforce planning.
- Certifications in Workforce Management tools or methodologies.
Cultural Competencies for Success at Sunbit:
- Serve others before self - Takes care of customers, and partners in a manner that demonstrates they are important
- Own the impact - Ability to troubleshoot a variety of matters and holding yourself accountable, strong organizational and time management skills with the ability to prioritize effectively
- Connect genuinely - Build and maintain strong relationships with both customers and partners, speak with customers and partners in a friendly, helpful and open demeanor
- Act fast - Thrive in a fast-paced environment while maintaining a high level of support
- Include always - Communicate well verbally and in writing, demonstrating empathy and understanding
- Innovate for good - Establishes scalable capabilities by applying best practices to your workday.
The Perks:
- Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list
- Mission driven + empowered + collaborative environment
- State of the art customer care contact center
- Competitive pay and stock options
- 12 days of PTO your first year with increases thereafter + Holiday Pay
- Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
- Newly added HSA and Pet Insurance
- 401K Plan with Matching
- Casual Dress
- Other fun team events and Spirit Days
- Open door policy / Open office floor plan
Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.
