Intraday Workforce & Dialer Specialist

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

Job summary

Happen Bank in Lehi, Utah is seeking a Workforce Management professional to own intraday planning, staffing, and dialer operations. You will translate data into actionable recommendations, support leadership accountability, and optimize dialing strategies to improve borrower experience.

You will monitor adherence, create dialer campaigns, and produce daily analytics while coordinating with site partners. Hybrid schedule, in-office days Tue–Thu, with relocation options based on role level.

Qualifications

• 2+ years of workforce management, contact center operations, reporting, or dialer experience.
• High school diploma or GED or equivalent.
• Experience operating a predictive dialer is preferred.
• Proficiency with Microsoft Excel and data analysis.
• Strong attention to detail and problem-solving.
• Effective communication with leadership.
• Self-starter with ability to work independently.
• Adaptability in fast-paced operations.
• Excellent attendance and punctuality.

Responsibilities

• Monitor real-time adherence, staffing, call stats, and dialer performance; communicate with management.
• Create and maintain dialer services and campaigns; monitor efficiency.
• Manage day-to-day dialer operations and adjust campaigns.
• Create and analyze reporting for WFM and dialer operations; audit reports.
• Monitor schedule exceptions, PTO, and intraday events.
• Track KPIs and performance metrics daily, weekly, monthly.
• Monitor intraday call volume, staffing, dialer capacity for borrower experience.
• Recommend time off and overtime to balance staffing.
• Translate data into actionable insights and coordinate with leaders.
• Coordinate with first-party partners to standardize processes across sites.

Skills

Workforce management experience

Dialer / predictive dialer

Microsoft Excel

Analytical skills

Communication skills

Self-management

Education

High school diploma or GED

Job description

Happen Bank in Lehi, Utah is seeking a Workforce Management professional to own intraday planning, staffing, and dialer operations. You will translate data into actionable recommendations, support leadership accountability, and optimize dialing strategies to improve borrower experience.

You will monitor adherence, create dialer campaigns, and produce daily analytics while coordinating with site partners. Hybrid schedule, in-office days Tue–Thu, with relocation options based on role level.