Intraday Management Specialist

Location: Lehi, Utah, United States. Hybrid work model with required in-office attendance on Tuesdays, Wednesdays, and Thursdays; remote placement is not considered. Time zone: Primarily MT. Monthly, quarterly, or as-needed travel to hirify.global offices and other locations may be required.

Company

hirify.global, formerly LendingClub, provides focused financial products and a mobile-first banking experience designed to help millions of Americans make financial progress.

What you will do

• Monitor real-time adherence, staffing, call statistics, dialer performance, call volume, and capacity throughout the day.
• Operate predictive dialer campaigns, including starting and stopping campaigns, managing pacing and intensity, and making real-time adjustments.
• Create, implement, maintain, and audit workforce management and dialer operations reports.
• Track service level, abandon rate, ASA, AHT, contact rate, productivity, and other KPIs across multiple reporting intervals.
• Manage schedule exceptions, tardiness, PTO, voluntary time off, and overtime recommendations to balance staffing.
• Translate workforce and dialer data into actionable recommendations and coordinate with operations leaders and first-party partners.

Requirements

• At least two years of relevant experience in workforce management, contact center operations, reporting, or dialer operations.
• High school diploma or GED equivalent.
• Intermediate Microsoft Excel and Microsoft Office skills, with the ability to convert data into actionable information.
• Strong analytical, problem-solving, reporting-quality, communication, and attention-to-detail skills.
• Ability to self-manage recurring daily deliverables, adapt quickly, and make sound decisions in a fast-paced operations environment.
• Ability to work in the Lehi office on Tuesdays, Wednesdays, and Thursdays; remote placement is not considered. A dedicated internet connection of at least 100 Mbps download and 10 Mbps upload is required when working from a separate home office.

Nice to have

• Previous experience operating or supporting a predictive dialer.

Culture & Benefits

• Hybrid collaboration model with in-office work required for this role.
• Relocation support may be available depending on the actual job level.
• High-speed internet connections are provided in hirify.global offices to support dialer operations.
• Reasonable accommodations are available for qualified individuals with disabilities.
• Equal opportunity and commitment to diversity, equity, and inclusion.

Hiring process

• Interviews may be recorded, transcribed, and summarized using AI tools for selected roles and locations.
• Candidates may opt out of recording, transcription, and summarization before scheduled interviews.