Real Time Analyst

Propel Holdings, Inc.; Toronto; On-site; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Growth opportunities

Culture of excellence

Competitive salary and benefits

Job summary

Propel Holdings, Inc. is seeking a Workforce Management Analyst to monitor adherence, attendance, and staffing for US and Canadian lines of business in a fast-growing fintech environment.

You will optimize schedules, manage queues, and coordinate coaching and training while leveraging NICE In-Contact and UKG systems to ensure service levels.

Qualifications

• Must have 2+ years of experience in a contact center environment.
• 2+ years in a Workforce Management role as an RTA or Analyst.
• High level of accuracy and problem-solving skills.

Responsibilities

• Monitor NICE Clearview and Real-Time Adherence across US and Canadian lines of business.
• Record absence, tardiness, leave requests, and NCNS events; update NICE and UKG.
• Monitor queues across channels and manage staffing gaps.
• Update schedules and coordinate coaching, meetings, and training.
• Generate and publish schedules in 3-month blocks.
• Analyze historical data to run forecasts and staffing requirements.

Skills

Contact center experience

Workforce Management

Excel

Time management

Prioritization

Tools

NICE In-Contact

Outbound Dialer

Job description

Propel (TSX: PRL) is a fintech company building a new world of financial opportunities by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehensive way than traditional credit scores can. Our revolutionary fintech platform has already helped consumers access over one million loans and lines of credit and over one billion dollars in credit.

To build a new world of opportunity we bring together the brightest talent to help us build opportunities. We are entrepreneurs and believe in measuring success through results and growing within; talent and hard work never goes unnoticed. At Propel, we are here to change the way employees, customers and shareholders succeed together.

We are a team of passionate entrepreneurs, who foster curiosity and growth in our employees. Our culture is why we’ve been so successful and why our employees choose Propel to build their careers. It’s also why we’re one of North America’s fastest growing companies and a Best Place to Work.

Join us as we change the way employees, customers and shareholders succeed together.

About You:

You thrive in a vibrant, entrepreneurial organization where your ideas are valued. You are motivated by goals, a self-starter, and enjoy wearing multiple hats in a fast-growing fintech environment.

Responsibilities

• Monitor NICE Clearview and Real-Time Adherence across US and Canadian lines of business; identify agents who are late, absent, in the wrong AUX, over break, on unauthorized outbound activity, or otherwise out of adherence
• Record absence, tardiness, technical issues, leave-early requests, and NCNS events; update NICE and UKG with the correct codes, timestamps, comments, and supporting documentation
• Monitor calls waiting longer than 80 seconds, investigate stuck contacts, manage Spanish-call prioritization, and monitor digital chat, SMS, email, FORA, KOHO, and Pathward queues
• Add or remove skills, dedicate agents to high-volume queues, ensure correct NICE profiles and skills, and alert operations through group chats and email when staffing gaps arise
• Offer and document paid or unpaid VTO, solicit overtime when service levels require it, process shift swaps, vacations, holidays, and new-hire schedules
• Schedule coaching, meetings, training, and e-learning; update NICE schedules, send invitations, avoid break conflicts, and maintain training trackers
• Maintain attendance, intraday, late-agent, EIP/shrink/YTD, and dialer files; send WFM pulse-check reports at scheduled times using data from NICE, DOMO, and shared files
• Run and monitor dialers for NC, PS, FORA/KOHO
• Respond to questions from managers, team leads, trainers, SMEs, and agents; forward important attendance or absence notifications and communicate staffing or service-level risks to operations
• Update schedules for specific month-end dates with U.S. and Canada stat holidays
• Run forecasts by collecting historical data, applying forecast parameters, and analyzing for accuracy
• Generate and publish schedules in 3-month blocks
• Update vacations, biweekly team meetings, 1:1 coaching, shift swaps, and other offline activities
• Review vacation requests for approval or refusal and update calendar files, NICE schedules, and UKG schedules as needed
• Review future swap requests, update calendar files, and refresh NICE/UKG schedules
• Assess staffing needs and create schedules for new hires, including updates to WEM skills, ACD skills, NICE rules, and UKG schedule patterns
• Stay closely aligned with Operations on agent-related concerns, including accommodations and procedure updates

Requirements

• Must have 2+ years of experience in a contact center environment
• 2+ years previous experience in a Workforce Management role as an RTA or Analyst
• High level of accuracy, and problem-solving skills
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Organized with the ability to quickly and effectively adapt to change
• Ability to multi-task, focus, and have excellent time management skills with the ability to work with minimal supervision
• Ability to take initiative
• Advanced level of proficiency in Microsoft Excel (advanced formulas, etc.), Word and Outlook
• Flexibility to cover hours of operation in a 7-day week environment, if needed
• Experience with NICE In-Contact, an asset
• Outbound Dialer experience an asset

Benefits to Joining Propel

• Growth and opportunity – we pride ourselves on promoting from within
• Incredible company culture
• Competitive salary and health benefits
• Group health and dental benefits
• Group RRSP program
• Support for new parents
• Diverse and inclusive workplace

Salary Range

$45,000 – $55,000

Final compensation is determined by market conditions, location, and the candidate’s experience, skills, and education. This role may also be eligible for performance-based incentive programs and total compensation may include variable incentives, such as bonuses and commissions.

This posting is for an existing vacancy within our organization.

Our Culture

Propel brings together the brightest talent to build opportunities. We are entrepreneurs who measure success through results and growth from within; talent and hard work never go unnoticed. Our team fosters curiosity and growth, making Propel one of North America’s fastest-growing companies and a Best Place to Work.

Commitment to Diversity & Inclusion

Propel welcomes and encourages applications from all groups, including Indigenous peoples, women, visible minorities, persons with disabilities, people from gender and sexually diverse communities, and those with intersectional identities. Should you require accommodation throughout any stage of the recruitment and selection process, please specify your requirements when submitting your application and we will work with you to meet your needs.

AI Disclosure

We use AI to assist in reviewing applications and assessing candidates. These tools support our recruitment team, however, all hiring decisions are made by ourtrained hiring managers and recruitment professionals, not AI.