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Real Time Specialist
| Company | Prosper Funding |
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| Location | Phoenix, AZ, USA |
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| Salary | $22 – $22 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- 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
Responsibilities
- 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
Preferred Qualifications
- Experience with Tableau, SQL, or BigQuery
- Familiarity with WFM scheduling software and ACD reporting systems (NICE IEX, CXOne)
