Analyst, Contact Center Communications

Key Responsibilities Develop and recommend call strategies and create campaigns for all portfolios (e.g., WVR, WbW, WAAM, Shell, EBAC, SIR). Develop and analyze reporting that provides analytical insight into collections dialer performance, including predictive, preview and unmanned dialer operations. Manage daily functions for the Travel + Leisure Finance predictive, preview and unmanned dialer operations in the Orlando, FL and Las Vegas, NV contact centers. Drive continuous improvement through proactive recommendations on daily strategies and results, partnering closely with the Operations team. Ensure all collection communication strategies are followed and the contact center runs at an optimal rate to maximize connects. Set up and administer dialer administration functions. Scope & Financial Responsibility Responsible for all collection communication strategies in the two call centers located in Orlando, FL and Las Vegas, NV, managing collections strategies on approximately $340M on a $3.7B portfolio. Travel Requirements Travel only as instructed to accommodate business requirements. Location Only candidates located in Central Florida, Las Vegas, or Clark, Philippines are being considered. What You’ll Bring Education: Bachelor’s Degree required; Master’s Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred. Experience: Three years of contact center experience; one year predictive dialer administration; one year consumer collection experience preferred. Training: Dialer training preferred (CXOne, Avaya, Noble, etc). Six Sigma and/or Lean certification preferred. Skills: Good communication and interpersonal skills, quantitative skills, detail oriented, time management, customer-focused, regulatory knowledge (FDCPA, TCPA, CCPA, Gramm-Leach Bliley Act, CFPB), advanced analytical skills, leadership, advanced MS Office, VBA coding, MS Project preferred, SQL/SAS/Power BI/Oracle relational database experience preferred. Benefits Medical, Dental, Vision Flexible Spending Accounts Life and Accident Coverage Disability Paid Time Off, parental leave and holidays (dependent on position; discuss with recruiter) Wish day paid time to volunteer at an approved organization of your choice 401(k) with employer match (subject to eligibility requirements) Legal and Identity Theft Plan Voluntary Income Protection Benefits Wellness program (subject to provider availability) Employee Assistance Program Equal Opportunity Employer We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to View email address on click.appcast.io, including the title and location of the position for which you are applying. #J-18808-Ljbffr