Job Description

JOB TITLE: Real-time Analyst, Workforce Management

LOCATION: Las Vegas, Nevada

HOURLY RATE: $22/ HR

WORK SCHEDULE: Monday-Friday (Day shift)

Reporting to Sr. Supervisor – Workforce Management

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 35,000 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:

The team at Sunbit is looking for a self-motivated and ambitious Real-time Analyst (RTA) to join our team in Las Vegas, Nevada. The RTA role focuses on maintaining agent level dashboards and Real-Time call queue monitoring as well as providing insight/analysis of call handling effectiveness via accurate reporting.

Please Note: This position is in a Call Center, in an office (non-remote) environment.

Requirements

What You’ll Be Doing:

• Ownership of site, leader, agent-level dashboards mostly related to real and near real monitoring of calls and service levels.
• Producing and analyzing management reports to support inbound and outbound operations.
• Ensuring strategic alignment through forecast modeling, collaborative planning, and effective communication.
• Collaborating with cross-functional teams to identify opportunities, implement solutions, and measure improvements to meet business objectives.
• Clearly communicating forecasted workload, assumptions, changes, and inputs to relevant stakeholders.
• Partnering with leaders and their teams on capacity planning and resource strategy modifications.
• Leading process improvements to enhance efficiency and drive change management across multi-contact environments.
• Identifying opportunities to improve contact center metrics and conducting high-level analyses to address forecasting deviations.
• Staying up-to-date with current and emerging practices and technologies in workforce planning, scheduling, and forecasting.
• Dedicated to increasing your data analytics skillset within Excel and Google Sheets.
• Note: This job description is not exhaustive and may evolve as business needs change.

What You Bring to the Table:

• 3 months to 2+ years of experience in Operations or Workforce Management, with a basic understanding of business unit operations, systems, and WFM methods.
• 3 months to 2+ years of experience in Workforce Management or reporting analyst roles.
• Experience with workforce management systems is preferred; Verint scheduling is a plus—please mention if you have experience with this tool.
• Ability to identify process improvement opportunities, recognize patterns, and implement effective solutions.
• Demonstrated ability to establish and maintain effective working relationships with personnel at all levels and across departments.
• Knowledge of phone system reporting and scheduling tools such as Verint, NICE, IEX, Cisco, and Five9.
• Intermediate quantitative and analytical skills, with proficiency in Excel and Google Sheets.
• Demonstrates exceptional interpersonal and multimodal communication skills. Proven ability to engage confidently with leadership, facilitating direct discussions to identify and address evolving business needs.
• Perform on floor support by regularly standing and walking throughout the call center for up to 3 hours per workday to provide real time assistance to employees during difficult, escalated, or extended calls.

Perks Included:

• 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
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• 12 days of PTO your first year with increases thereafter + Holiday Pay
• Casual Dress
• Cell phone stipend
• Other fun team events and Spirit Days
• Open door policy / Open office floor plan

Cultural Competencies for Success at Sunbit:

• Serve others before self - Service oriented mindset
• Own the impact - Strong organizational and time management skills with the ability to prioritize effectively
• Connect genuinely - Engage and build strong relationships with key stakeholders and other teams across the organization.
• Act fast - Thrive in a fast-paced environment while maintaining high level of support
• Include always - Work closely with Account Coordinating team and actively welcome peers within the organization
• Innovate for good - Continuously help our internal team create efficient processes

Recruitment Fraud Disclaimer

We’ve been made aware of fraudsters impersonating Sunbit employees during the hiring process. Please note that all official communication will come from an @sunbit.com email address or directly via LinkedIn. We will never ask for your age, Social Security number, bank account details, payment of any kind, or other unrelated personal information during the application process. Our hiring process always includes interviews, either by phone, zoom, or in person, before any offer is made. If something feels suspicious, please contact us at hr@sunbit.com to confirm.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.