GreenSky Administrative Services LLC

  • Dialer/MIS Analyst

    Job Location(s) US-GA-Atlanta
    Posted Date 4 weeks ago(1/3/2020 5:24 PM)
    Job ID
    2020-4170
    # of Openings
    1
    Category
    Executive
  • Overview

    The Predictive Dialer Analyst/MIS 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 FCC/FTC 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

    • 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.
    • 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.
    • Build and maintain all daily campaigns based on business rules & strategic dialing attributes and load it into the dialing system for the dialer system
    • 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
    • Responsible for building and operating dialing campaigns to appropriately contact delinquent accounts broken out accordingly by the collection’s strategy.
    • Build and follow sales, lead and merchant call lists as appropriate.
    • Create, maintain and analyze reports on an intra-day/hourly, daily, weekly, monthly and yearly basis to monitor performance of strategies, agents, lists, campaigns and health of system performance and uptime
    • Monitor key performance indicators in real time to access performance of associated systems, agents, and campaigns
    • Monitor all agents/staff 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.
    • Report on and communicate daily campaign strategy
    • Report all issues pertaining to the dialer’s functionality to the appropriate people
    • Proactively communicate and engage with support resources both internally and with vendor as required
    • Maintain a positive and professional demeanor towards all internal and external customers
    • Proactively look for more streamlined processes in dialing processes.
    • Maintain department history and event logs of system changes, system outages, upgrades, or other significant factors that impacted dialer production or availability.
    • 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.
    • Develop and maintain dialing reporting including new and current reports.
    • Accepts duties as assigned

    Required Skills/Qualifications

    • Strategic thinking and problem solving abilities
    • Strong organization and interpersonal skills
    • Strong communication skills including email, chat, and verbal
    • Strong time management skills and scheduling skills
    • Excellent analytical and problem solving skills
    • Ability to work independently
    • Ability to work as part of team
    • Ability to develop and prepare business analysis and recommendations
    • Ability to present a professional image and demeanor to internal and external customers
    • Ability to setup dialing processes in morning or implement intraday changes as necessary

     

     

    Required Qualifications:
    • 1-3 years previous Call Center or equal experience

    • Previous experience with running predictive dialer systems and associated systems
    • Experience with utilizing Microsoft Access, Excel
    • Understanding of Pivot Tables and Power BI
    • Previous knowledge of workforce management systems

     

     

    Preferred Qualifications:
    • Bachelor’s Degree preferred
    • Strong analytics skills
    • Knowledge, Skills and Abilities, Competencies
    • Advanced level experience with utilizing Microsoft Excel
    • Experience with utilizing Microsoft Access or other database systems (Microsoft SQL, Oracle, etc.)
    • Experience with Katabat (CMC) collections system

    • Experience with LiveVox CRM

    • Experience with utilizing Microsoft Word
    • Experience with utilizing Microsoft Outlook
    • Experience in automating manual tasks
    • Advanced level experience with predictive dialer systems
    • Efficient work style and sense of urgency

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