Operations Workforce Analyst

As an Operations Workforce Analyst, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day.

The impact you’ll have at Concora Credit:

The Operations Workforce Analyst will design, develop, and maintain servicing operations reports and schedules for agents to ensure operations processes have accurate and relevant data for strong management oversight. The analyst will analyze reports and provide management with recommendations for improved efficiency, effectiveness and quality. The successful candidate will have excellent organizational skills and be detail-oriented.

This position is located at our Akron, OH office and has a hybrid schedule. We’re onsite Monday through Thursday. For training purposes, we ask that the candidate is comfortable being onsite for the 6 months to learn the business, and role.

We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

As our Operations Workforce Analyst, you will:

• Develop, generate, and disseminate reports using a range of data sources and be able to tell the story of how operations is performing from the data received.
• Maintain day-to-day relationships with internal clients and facilitate project or task implementation.
• Work with various business units and outside vendors to ensure proper reporting is in place for meeting SLAs.
• Examine report variances and provide data-driven recommendations to management.
• Evaluate existing reporting and make recommendations for improvement to management.
• Work with various business units including DBAs to ensure data structures and query methodologies are in alignment with Finance and Risk groups.
• Create, maintain, and adjust agent schedules to align with allocated staffing.
• Make real-time adjustments such as break movements, skill changes, and absences to maintain service goals.
• Review schedule coverage to assess alignment with service level and operational goals.
• Maintain established or ad-hoc reporting requests related to staffing and performance.
• Review schedule and skilling audit trails to ensure compliance with expectations.

These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today.

Requirements:

• Bachelor’s degree or equivalent experience is preferred.
• Minimum of 2-3 years of analytical experience, preferably in a production environment.
• Databricks, SQL, and Power BI experience preferred.
• Intermediate to advanced skills using Excel, Access, or other database software required.
• Must possess strong attention to detail and organizational skills.
• Must be able to work independently as well as in a team.

What’s In It For You:

• Medical, Dental and Vision insurance for you and your family
• Relax and recharge with Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
• We invest in your future through Tuition Reimbursement
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company-paid Long-Term Disability and voluntary Short-Term Disability

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Employment-based visa sponsorship is not available for this role.

Concora Credit is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact [email protected].