Intraday Workforce & Dialer Optimization 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

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.