WFM & Real-Time Operations Support Analyst – Collections Finance

📍 Location: San Antonio, TX

💰 Pay Rate: $20–22/hr (W-2 only, no C2C)

🎓 Education: Bachelor’s degree preferred

🧠 Experience: 3+ years

⏱️ Schedule: Full-time

Overview

The WFM & Real-Time (RT) Operations Support Analyst – Collections Finance plays a critical role in ensuring operational efficiency and service-level performance across Customer Care and Collections environments. This role supports intraday monitoring, workforce planning, forecasting, reporting, and real-time staffing optimization across multiple locations.

You will work closely with Workforce Management, Real-Time Operations, Quality Assurance, Training, Customer Care leadership, and IT to ensure workflows are optimized, systems are accessible, and KPIs are consistently met.

Top Skills Required

• Collections / Finance Operations background
• Strong attention to detail
• Excellent organizational skills
• Analytical and data-driven mindset
• Strong communication and collaboration skills

Key Responsibilities

Collections & Customer Care Support

• Demonstrate strong understanding of the collections process, including customer payment interactions
• Accurately track Customer Care output, activity levels, and productivity metrics
• Monitor agent performance and productivity to identify gaps and improvement opportunities

Workforce Management & Forecasting

• Develop dynamic schedules and forecasts using historical data, trends, and business drivers
• Perform intraday monitoring and real-time workload management to meet service-level goals
• Optimize staffing allocation to align demand with capacity and improve KPIs
• Support forecasting confidence validation using statistical methodologies
• Manage PTO scheduling and approvals to maintain staffing balance

Real-Time Operations

• Monitor real-time contact volumes and adjust workflows for maximum efficiency
• Provide staffing recommendations and contingency plans to address real-time shortages
• Research and implement new real-time monitoring techniques for operational improvement
• Interface with call center leaders to respond to rapidly changing business needs

Performance Monitoring, Reporting & Analytics

• Create and maintain daily operational reports and dashboards
• Analyze operational data to draw actionable conclusions and recommendations
• Facilitate planning calls and support Salesforce case management
• Track full contact life cycle metrics to support agent empowerment and customer satisfaction
• Collect and analyze Voice of Customer (VOC) survey data to identify operational gaps

Quality Assurance & Training Support

• Create, manage, and track metrics supporting QA, WFM, and Training functions
• Provide data-driven feedback to Quality Assurance teams to reduce errors and improve performance
• Support initiatives that improve agent effectiveness and service quality

IT & Systems Support

• Provide level-one IT support and system access requests
• Act as liaison between Customer Care and IT for system issues and troubleshooting
• Ensure adequate system access and technology availability for all associates

Project & Continuous Improvement

• Act as team lead or contributor on operational improvement projects
• Identify, share, and implement best practices across teams and locations
• Support Real-Time Operations Manager initiatives related to backlog management, agent performance, and reporting