Intraday Management Specialist

Current Employees of Happen Bank: Please apply via your internal Workday Account Happen Bank (formerly LendingClub) 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 Do Monitor 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, and presentation with all levels of leadership. A self-starter who can self-manage, work efficiently without constant supervision, and maintain accountability for recurring daily deliverables. Adaptability and sound judgment, with the ability to pivot quickly and take decisive action in a fast-paced operations environment. Excellent attendance and punctuality; schedule or shift may change based on business needs. Work Location Lehi, Utah The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level. Time Zone Requirements Primarily MT Your role requires utilizing several programs at once, including an automatic dialer through your computer's internet connection. Happen Bank provides high-speed internet connections in its offices to properly support this work. To perform your work at a location separate from a Happen Bank office (e.g. hybrid schedule, where some of the workweek is performed at a home office), you must maintain a dedicated, high‑speed internet connection, with a minimum required speed is 100 Mbps download / 10 Mbps upload. However, we strongly recommend a connection of at least 300 Mbps download / 15 Mbps upload to ensure the best experience. Travel Requirements Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed. #Hybrid #LI-SS1 Happen Bank is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system. 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