Overview

We are hiring a full time Workforce Analyst to join our Workforce Management Team! This is a remote position reporting to the Vice President of Workforce Management.

Great perks - Benefits start on day one! Competitive pay!

This is a remote position (candidate must live within 200 miles of Kentucky, Georgia or Arizona for consideration)

GreenSky, Inc. (NASDAQ: GSKY), headquartered in Atlanta, is a leading technology company Powering Commerce at the Point of Sale® for a growing ecosystem of merchants, consumers, and banks. Our highly scalable, proprietary, and patented technology platform enables merchants to offer frictionless promotional payment options to consumers, driving increased sales volume and accelerated cash flow. Banks leverage our technology to provide loans to super-prime and prime consumers nationwide. We currently service a $9.5 billion loan portfolio, and since our inception, over 3.5 million consumers have financed over $26 billion of commerce using our paperless, real time "apply and buy" technology.

Role Summary:

Primary responsibilities for this role will support GreenSky strategy by analyzing and improving contact center performance. The incumbent will source and mine data for analysis and reporting fulfilling on the strategic vision of continuous improvement and real-time scorecards. Incumbent will work closely with key leaders across all operational business units to support their objectives, identify improvement opportunities, and improve KPI performance.

Duties & Responsibilities

Duties & Responsibilities:

• Creation and ongoing maintenance of dashboards, reports, and telephony platform.
• Develop a plan for adaptation within the business that aligns with business strategy of all stakeholders.
• Create and deliver compelling business presentations, from data analysis to key stake holders and leadership.
• Conduct root cause analysis of interaction data identifying trends/patterns and recommend solution(s) for improvement.
• Stay relevant with software enhancements, and research available technology to contribute to the overall business strategy.
• Autonomously identifies business risks/opportunities and provides strategic/tactical recommendations using data-driven analysis.
• Provide support to the business by performing ad-hoc analysis, reporting, and Partner with internal affiliates to further business understanding.
• Lead continuous improvement initiatives to ensure the contact centers meet financial goals and KPI objectives.
• Find creative solutions to complex problems through data management and analytics.
• Provide written, visual, and oral communications to all levels of leadership.
• Improve processes to optimize performance and value over time.
• Provide insight into areas of opportunity on metrics and / or the efficient use of resources using data.
• Other duties as assigned.

Required Skills/Qualifications

Required Skills & Qualifications:

• Strong communication skills both verbal and written.
• Knowledge of processes to provide support to dialing activities. This includes customer needs assessments, meeting quality standards for service and evaluation of customer satisfaction.
• Excels at operating in a fast paced, evolving, and diverse environment.
• Experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies.
• Ability to multi-task and manage multiple priorities and commitments concurrently.
• Knowledge and experience with call flow technologies and strategies.
• Demonstrated ability to be persistent, think creatively and critically, and has an inquisitive personality.
• Negotiation skills

Education & Experience

• Bachelor's Degree with Major Area of Concentration in a related field or relevant work experience.
• Minimum 5 years’ experience in a call center environment and insurance/financial services industries preferred.

GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.