Job Details

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Create Performance Reporting and Dashboards outlining performance from Service Level to Roll Rates to Right Party Contacts Rates (RPCS), etc.
  
• Proactively monitor and adjust the operational plan to achieve CRs KPIs including Dialer Campaigns, Inbound Call Routing, Off-Line Requests, etc.
  
• Perform analytical reviews to create, modify and adjust short-term and long-term schedules for a blended environment (Inbound/Outbound, Omni-Channel)
  
• Optimize long-term and real-time performance by using reporting, analytics, and the WFM platform to schedule all off-phone activities
  
• Create and maintain Standard Operating Procedure (SOPs) for all processes within the BOS department
  
• Evaluate and approve off-line requests to ensure they are optimized to achieve performance
  
• Perform routine skill audits and other audits to ensure staffing is properly skilled, scheduled, and allocated to the proper work types
  
• Proactive adjust and monitor the dialer campaigns as defined by the Strategy team, but also as the operating environment requires to achieve overall campaign goals
  
• Provide reporting, data, and other capacity planning duties to ensure short-term and long-term inbound, outbound, and blended forecasts are accurate
  
• Perform schedule analysis to help leadership define the optimal schedule assignments
  
• Proactively monitor the Dialer and ACD to including executing, monitoring, and analyzing real-time, daily, weekly, and monthly reporting to make adjustments and measure according to the required KPI achievement
  
• Works with Telecom team to troubleshoot issues within CR
  
• Ensures compliance with all FDCAP and TCPA outbound guidelines by enacting strategies approved by Strategy and Compliance.
  

Required Skills:

• Capable of using advanced analytics and reporting tools such as SQL, R, SAS, Excel, etc to understand and analyze large amounts of data
  
• Able to present findings to Leadership in an effective and concise manner that is actionable
  
• Work with little to no Supervision to complete all tasks assigned and accepts accountability and ownership of making decisions in a rapidly changing environment
  
• Working knowledge of Microsoft Business Objects and other reporting platforms Builds SQL or Oracle queries for accessing call-center data
  
• Builds Manual, Dialer, and Automated outbound campaigns
  
• Understands outbound dialing and different dialing methodologies
  
• General understanding of Avayaâ??s CMS Supervisor platform
  
• Understands call routing in terms of VDNs, Vectors, Skills
  
• Proficiency in Microsoft Office programs (Word, Excel, PowerPoint, and Visio)
  
• Avaya CMS knowledge and experience
  
• Advanced excel reporting and functions (Macros, V-Lookups, and Pivot Tables, among others
  
• Understanding of call center methodologies and operational principle
  
• Effective communication skills, including a diplomatic approach to sharing concerns with line employees and leaders
  
• Experience executing multi-channel collection campaigns applying best-time-to-call and risk-scoring strategies
  

Required Experience:

EDUCATION AND EXPERIENCE:

• Associates Degree in Business, Accounting, Technology or related experience
  
• Experience managing a multi-location, dynamic and complex call flow â??traffic controlâ? experience
  
• Technical Troubleshooting
  
• Call center scheduling and Capacity Planning techniques
  
• 2+ years previous experience in a Call Center environment, specifically collections, preferred Mortgage or Auto.
  
• 1+ years experience working with an outbound dialer (preferably on collections)
  
• 1+ years experience working on a WFM platform
  
• 1+ years experience with R, SLQ, Visual Basic, SAS and/or other reporting and analytical tools
  
• Certifications, Licenses, and/or Registration
  
• Predictive Dialer Systems
  
• Workforce Management Tools
  
• SAS or other analytical and reporting certifications