Disputes Real Time Workforce Consultant

The Opportunity

The Disputes Real Time Workforce Consultant will coordinate current day Operations Division staffing to improve efficiency and productivity while supporting outbound services and new services as they develop.

Day In The Life

• Flexibility with schedule as business needs demand.
• Allocate agent resources to ensure service level standards are achieved using various call management applications.
• Identify and coordinate productive and non-productive activities such as lack of work (LOW), overtime, meetings, training, and special projects.
• Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes.
• Relay accurate technical interruption/outage information to appropriate support departments and escalate to management.
• Recognize and react to drastic changes in work volume trends.
• Supply recommendations to management as to short-term staffing needs as a result of adherence and absenteeism issues.
• Supply management with timely and accurate service level reporting.
• Accumulate, manage and present information pertaining to the Operations Division while using the appropriate hardware/software.
• Maintain and analyze daily, weekly, and monthly reports.
• Ensure maximum efficiency and fulfill staffing requirements by utilizing scheduling software.
• Analyze and report analyst trends in performance information to supervisors and management.
• Perform other duties as assigned.

Education

Associate’s degree in related field or equivalent combination of education and experience required.

Minimum two (2) years' experience in call center or disputes operations environment required.

Minimum (2) years' experience working with Workforce Management concepts preferred.

Contact Center or Disputes Operations real time management experience preferred.

Physical Demands

• Sit
• Use hands to finger, handle, or feel
• Talk or hear

While performing the duties of this Job, the employee is regularly required to:

• Occasionally lift/move up to 25 pounds

Knowledge, Skills & Abilities

• Knowledge of scheduling software, such as NICE WFM preferred
• Advanced knowledge of PC MS Windows-based software required with strong proficiency in Word, Power BI, Qlik, and Excel spreadsheets applications
• Experience with disputes applications such as First Disputes, Actone, Resolution Center and associated reporting systems preferred
• Strong analytical, professional, organizational and time management skills required
• Ability to communicate effectively in both verbal and written formats with individuals or groups
• Ability to exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel
• Ability to demonstrate strong analytical and quantitative skills
• Ability to manage multiple projects, work in a fast-paced environment and meet deadlines
• Utilize personal computers, telephone, calculator and other general office equipment

Additional Essential Functions & Responsibilities

• Regular and reliable attendance
• Responsible for reporting risks that are identified to the appropriate team and/or management
• Responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks
• Actively supports and embraces Velera's core values of Dedication, Collaboration, Belonging, Curiosity and Integrity
• Service Standards
• Responsible for ensuring that exceptional service is delivered to both internal and external clients by doing what’s right for credit unions
• Demonstrate enthusiastic support of corporate mission, vision, core values and long-term business objectives
• Support a workplace where every employee feels valued, respected, and connected
• Perform job duties within the company’s policies, procedures, service standards and the state and federal laws

About Velera

At Velera, inclusion isn’t an initiative – it’s how we work. Guided by a people-helping-people philosophy, we cultivate a culture where every employee feels valued, respected and empowered to do their best work. We’re committed to building a diverse workforce and fostering meaningful connection across our teams. Through a remote-first, flexible environment, we prioritize psychological safety, wellbeing and belonging so individuals and teams can collaborate to thrive. Together, we’re shaping a new era of secure, innovative solutions for the clients and communities we serve.

Pay Equity

$17.45 - $21.83 Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages
• Medical with telemedicine
• Dental and Vision
• Basic and Optional Life Insurance
• Paid Time Off (PTO)
• Maternity, Parental, Family Care
• Community Volunteer Time Off
• 12 Paid Holidays
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Wellness program

Benefits

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

EEO Statement

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. Velara is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster. Velara will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information. Velara is an E-Verify Employer. Review the E-Verify Poster here. For information regarding your Right To Work, please click here.

Eligibility for Sponsorship

This role is currently not eligible for sponsorship.

Assistance for Individuals with Disabilities

If you need assistance or an accommodation due to a disability, please contact a recruiter at recruiters@velera.com for assistance.