Disputes Real Time Workforce Consultant

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🔥 17 hours ago

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💳 Fintech

🏦 Banking

Fintech • Banking • Financial Technology

Velera is a company that provides a wide range of solutions for financial institutions, focusing on payment and banking technology. The company offers services in digital card issuance, digital wallets, and provides a co-op pay network and ATM terminal driving. Velera integrates sophisticated scoring and decision-making tools for fraud prevention and identity authentication. It also offers strategic consulting services for growth and marketing. Velera positions itself as a partner in digital banking and financial technology innovation.

📋 Description

• Coordinate current day Operations Division staffing to improve efficiency and productivity while supporting outbound services and new services as they develop • Allocate agent resources to ensure service level standards are achieved using various call management applications • Identify and coordinate productive and non-productive activities such as lack of work, overtime, meetings, training, and special projects • Monitor schedule adherence to ensure proper volumes are worked • Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes • Relay accurate technical interruption/outage information to appropriate support departments and escalation to management • Recognize and react to drastic changes in work volume trends • Supply recommendations to management as to short-term staffing needs as a result of adherence and absenteeism issues • Supply management with timely and accurate service level reporting • Accumulate, manage and present information pertaining to the Operations Division while using the appropriate hardware/software • Maintains and analyzes daily, weekly, and monthly reports • Ensure maximum efficiency and fulfill staffing requirements by utilizing scheduling software • Analyze and report analyst trends in performance information to supervisors and management • Perform other duties as assigned

🎯 Requirements

• Associate’s degree in related field or equivalent combination of education and experience required • Minimum two (2) years' experience in call center or disputes operations environment required • Minimum (2) years' experience working with Workforce Management concepts preferred • Contact Center or Disputes Operations real time management experience preferred • Knowledge of scheduling software, such as NICE WFM preferred • Advanced knowledge of PC MS Windows-based software required with strong proficiency in Word, Power BI, Qlik, and Excel spreadsheets applications • Experience with disputes applications such as First Disputes, Actone, Resolution Center and associated reporting systems preferred • Ability to communicate effectively in both verbal and written formats with individuals or groups • Ability to exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel

🏖️ Benefits

• Medical with telemedicine • Dental and Vision • Basic and Optional Life Insurance • Paid Time Off (PTO) • Maternity, Parental, Family Care Community Volunteer Time Off • 12 Paid Holidays • Company Paid Disability Insurance • 401k (with employer match) • Health Savings Accounts (HSA) with company provided contributions • Flexible Spending Accounts (FSA) • Supplemental Insurance • Mental Health and well-being: Employee Assistance Program (EAP) • Tuition Reimbursement • Wellness program