Intraday Management Specialist

LendingClub; Lehi (UT); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Happen Bank in Lehi, Utah, is seeking a Workforce/Dialer Operations professional to manage real-time adherence, staffing, dialer campaigns, and performance reporting. You will ensure efficient day-to-day dialer activity, balance workloads, and provide data-driven insights to leadership.

Requirements include 2+ years in workforce management or dialer environments, strong Excel and analytics skills, and excellent communication. This hybrid role requires in-office presence Tue–Thu.

Qualifications

• Two years of workforce management, call center operations, reporting, or dialer experience.
• High school diploma or GED equivalent required.
• Proficiency in Excel and data-driven reporting.

Responsibilities

• Monitor real-time adherence, staffing, call stats, and dialer performance with management.
• Create and maintain dialer services, campaigns, and daily efficiency.
• Run day-to-day dialer operations and adjust campaigns based on staffing needs.
• Create, implement, and audit workforce and dialer operation reports daily.
• Track schedule exceptions, tardiness, PTO, and intraday events.
• Monitor KPIs and performance to goals daily, weekly, and monthly.
• Monitor intraday call volume, staffing, and dialer capacity for optimal borrower experience.
• Recommend time off and overtime to balance staffing.
• Translate data into actionable recommendations; communicate risks/opportunities to leads.

Skills

Workforce management

Call center operations

Reporting

Dialer experience

Microsoft Excel

Data analysis

Communication skills

Self-management

Education

High school diploma or GED

Tools

Predictive dialer

Microsoft Office

Job description

About the Role

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.

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.

Time Zone Requirements

Primarily MT

Internet & Equipment

You must maintain a dedicated, high‑speed internet connection, with a minimum required speed is 100 Mbps download / 10 Mbps upload. However, we strongly recommend a connection of at least 300 Mbps download / 15 Mbps upload to ensure the best experience.

Travel Requirements

Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed.

Relocation

Happen Bank offers relocation, based on actual job level.

Equal Opportunity

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].

Notice on AI Tool Use

For select roles and locations, candidate interviews may be recorded, transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process. You will have the opportunity to opt out of recording, transcription, and summarization prior to any scheduled interviews. We will not discriminate against you if you choose to opt out. During the interview, we will collect the following categories of personal information from or about you: contact information, identifiers, professional and employment‑related information, sensory information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment. We will only share your interview, transcription, or summary with persons whose expertise or technology is necessary to process your application, evaluate your fitness for a position, and administer or support the tool. We will not sell your personal information or disclose it to any third party for their marketing purposes. For more information about how we will handle your personal information, please refer to our Privacy Disclosure. We will delete any recording of your interview promptly but in no event later than 30 days after making a hiring decision.

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.

To learn more visit us at happen.com Please review Happen Bank Work‑related Privacy Disclosure.