Develop and administer effective communication strategies to include outbound dialer campaigns, text messaging, email, letter and live chat (60%)
Proactively and effectively communicate with leadership on all communication strategies (20%)
Develop effective reporting and analytics to drive performance, improve compliance and efficiencies. Analyze large sets of data, makes recommendations based on data and business needs (10%)
Work on cross functional teams to deliver process improvement initiatives (5%)
Ad-hoc assignments or projects as outlined by manager (5%)

Bachelor’s Degree required
Masters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred
Dialer training preferred (CXOne, Avaya, Noble, etc)
Six Sigma and/or Lean certification preferred
Good communication and interpersonal skills, both verbal and written
Ability to efficiently multi-task
Demonstrated quantitative skills; detail oriented
Must be customer-focused, service-oriented, and highly collaborative
Collections industry knowledge
Knowledge of regulatory environment, including but not limited to FDCPA, TCPA, CCPA, Gramm-Leach Bliley Act, CFPB
Advanced analytical skills required
Strong leadership skills; Ability to lead a team of analysts and manage competing priorities
Three years contact center experience required
One year predictive dialer administration (or similar) required
One year consumer collection experience preferred
Experience analyzing large data sets and presenting recommendations to executive level leadership
Experience developing and troubleshooting databases
Experience in process improvement
Development of dashboard reporting

Analyst, Contact Center Communications

Key skills