Dialer/MIS Analyst

GreenSky, LLC. in Atlanta, GA

  • Industry: Customer Service/Call Center - Customer Service Analyst
  • Type: Full Time
  • Compensation: $57,235.00 - 82,540.00 / Year*
position filled
Overview The Predictive Dialer AnalystMIS Analyst is responsible for implementing and maintaining dialer strategies designed for Collection's, Sales and Merchant Management calling campaigns, as well as any other department that may require enhanced outbound dialing. Is responsible for working with the predictive dialer system and maintaining Service Levels, abandon rates, connects per hour, RPC's penetration rates and list performance. Is responsible for real time monitoring of all outbound dialing campaigns, inbound blend, manual phone efforts and to monitor agent performance and maximizing campaign results and agent productivity. Also responsible for maintaining strict FCC mandated service levels for outbound dials and FCCFTC mandated laws and regulations surrounding outbound telephony including, but not limited to, strict compliance with the Telephone Consumer Protection Act(TCPA). Assure that all dialer campaigns adhere to strict FDCPA guidelines for time of day, number of calls, left messages and valid numbers. Duties Responsibilities bull Implement, manage and maintain daily operation of the dialer campaigns, and other systems as required while maintaining a broad range of hours of operations which typically are Monday through Thursday 8am-11pm, Friday 8am-7pm, and Saturday 9am-6pm, including most CEC holidays. These hours of operation are subject to change and will be expanded in the future. bull Maintain strict compliance with FCC and FDCPA mandated service levels on outbound dialing campaigns by monitoring and tracking data on an active real time, daily, weekly, monthly and yearly basis by campus or brand platform for millions of outbound dials placed each year by the dialer system. bull Build and maintain all daily campaigns based on business rules strategic dialing attributes and load it into the dialing system for the dialer system bull Build, model and maintain and follow our extraction strategies and Call Selection Lists(CSL's) based on projected inquiry volumes, projected staffing levels and hours of operations or legally mandated calling restrictions based upon state licensing requirements bull Responsible for building and operating dialing campaigns to appropriately contact delinquent accounts broken out accordingly by the collection's strategy. bull Build and follow sales, lead and merchant call lists as appropriate. bull Create, maintain and analyze reports on an intra-dayhourly, daily, weekly, monthly and yearly basis to monitor performance of strategies, agents, lists, campaigns and health of system performance and uptime bull Monitor key performance indicators in real time to access performance of associated systems, agents, and campaigns bull Monitor all agentsstaff logged into dialer system to assure staff logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns. bull Report on and communicate daily campaign strategy bull Report all issues pertaining to the dialer's functionality to the appropriate people bull Proactively communicate and engage with support resources both internally and with vendor as required bull Maintain a positive and professional demeanor towards all internal and external customers bull Proactively look for more streamlined processes in dialing processes. bull Maintain department history and event logs of system changes, system outages, upgrades, or other significant factors that impacted dialer production or availability. bull Maintain department dialing history database of all outbound dials and associated data points to be made available upon request for time sensitive for reports and requests. bull Develop and maintain dialing reporting including new and current reports. bull Accepts duties as assigned Required SkillsQualifications bull Strategic thinking and problem solving abilities bull Strong organization and interpersonal skills bull Strong communication skills including email, chat, and verbal bull Strong time management skills and scheduling skills bull Excellent analytical and problem solving skills bull Ability to work independently bull Ability to work as part of team bull Ability to develop and prepare business analysis and recommendations bull Ability to present a professional image and demeanor to internal and external customers bull Ability to setup dialing processes in morning or implement intraday changes as necessary Required Qualifications bull 1-3 years previous Call Center or equal experience bull Previous experience with running predictive dialer systems and associated systems bull Experience with utilizing Microsoft Access, Excel bull Understanding of Pivot Tables and Power BI bull Previous knowledge of workforce management systems Preferred Qualifications bull Bachelor's Degree preferred bull Strong analytics skills bull Knowledge, Skills and Abilities, Competencies bull Advanced level experience with utilizing Microsoft Excel bull Experience with utilizing Microsoft Access or other database systems (Microsoft SQL, Oracle, etc.) bull Experience with Katabat (CMC) collections system bull Experience with LiveVox CRM bull Experience with utilizing Microsoft Word bull Experience with utilizing Microsoft Outlook bull Experience in automating manual tasks bull Advanced level experience with predictive dialer systems bull Efficient work style and sense of urgency
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst

* Estimated salary

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