Intraday Management Specialist

Tally; Lehi (UT); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Relocation assistance

Job summary

Happen Bank in Utah is seeking an experienced Workforce Management Specialist to support intraday management, dialer operations, and staffing optimization. You will translate complex data into actionable recommendations, partnering with operations to improve productivity and borrower experience.

The role emphasizes real-time decision making, reporting accuracy, and cross-location coordination. Hybrid in-person work is expected in Lehi, UT, with relocation available based on job level.

Qualifications

• Two or more years of relevant workforce management, contact center operations, reporting, or dialer experience.
• High school diploma or GED equivalent is required.
• Proficiency in Microsoft Excel and data reporting to inform decisions.

Responsibilities

• Monitor real-time adherence, staffing, call stats, 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/stopping campaigns, managing pace, and adjusting based on staffing and needs.
• Create, implement, and analyze reporting for workforce management and dialer operations; audit reports daily for accuracy and quality.
• Monitor schedule exceptions, tardiness, PTO, and intraday events; address issues as they occur.
• Track KPIs and performance to goals on daily, weekly, and monthly baselines (service level, abandon rate, ASA, AHT, contact rate, productivity).
• Monitor intraday call volume, staffing, and dialer capacity to balance workload and borrower experience.
• Recommend time off and overtime to optimize staffing levels.
• Translate data into actionable recommendations and communicate risks/opportunities to leadership.
• Coordinate with first-party partners to standardize processes across sites when possible.

Skills

Workforce management

Dialer operations

Excel

Analytical skills

Communication

Education

High school diploma or GED

Tools

Microsoft Office

Job description

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

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.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [e-mail].

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