Disputes Real Time Workforce Consultant

🕒 July 9

🇺🇸 United States – Remote

💵 $17 - $21 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💼 Consultant

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Velera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

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 • Support outbound services and new services as they develop • Allocate agent resources using call management applications to achieve service level standards • Identify and coordinate productive and non-productive activities, including lack of work, overtime, meetings, training and special projects • Monitor schedule adherence and ensure proper work volumes • Communicate with the team Forecaster and Scheduler regarding intraday performance needs and changes • Relay technical interruption and outage information to support departments and escalate to management • Recognize and react to significant changes in work volume trends • Recommend short-term staffing needs based on adherence and absenteeism issues • Provide timely and accurate service level reporting to management • Accumulate, manage and present Operations Division information using appropriate hardware and software • Maintain and analyze daily, weekly and monthly reports • Utilize scheduling software to maximize efficiency and fulfill staffing requirements • Analyze and report analyst performance trends to supervisors and management • Report identified risks to the appropriate team or management • Manage, monitor and report risks within the work area, including Information Security risks • Deliver exceptional service to internal and external clients while supporting company values and objectives • 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 • Strong proficiency in Word, Power BI, Qlik, and Excel spreadsheet applications • Experience with disputes applications such as First Disputes, Actone, Resolution Center and associated reporting systems preferred • Strong analytical, professional, organizational and time management skills required • Ability to communicate effectively in both verbal and written formats • Ability to exercise discretion and independent judgment • Strong analytical and quantitative skills • Ability to manage multiple projects, work in a fast-paced environment and meet deadlines • Ability to utilize personal computers, telephone, calculator and other general office equipment • Regular and reliable attendance • Must be legally eligible to work; role is currently not eligible for sponsorship

🏖️ Benefits

• Competitive wages • 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 • Remote-first, flexible environment • Psychological safety, wellbeing and belonging