Monitors effective predictive dialer campaigns. Assists with effective analysis of dialer performance, assists with the creation of dynamic and versatile dialer reporting, as well as creating dialer configuration changes to be recommended to the Business. This job requires scheduled on-call availability during all 89 hours that Collections is operating each week. This position requires flexibility in scheduling. Shifts could change based on business and dialer operation needs.
Key Responsibilities:
- Conducts daily process checks and verifies callable downloads. Assists with the development of the day’s tactical calling plan based on expected staff availability, volume, and penetration goals.
- Operates the predictive dialer and configures the dialer platform applications.
- Maintains historical data and reporting of input measures, job productivity, and effectiveness of tactical plans. Analyzes and interprets data to implement process improvements. Integrates data from multiple external data sources.
- Assists the supervisor with reporting duties. This includes running daily reports, hourly reports, as well as taking ownership of any reports delegated by the supervisor.
- Monitors dialer campaigns to drive productivity and performance. Performs real-time adjustments or changes to call campaigns based on agent idle time, abandon rates, and real-time answer rates.
- Monitors real-time performance output for RPC Rate and Connect Rate and adjusts or changes the dialer tactics to optimize RPC rates and ensure optimal list or file rotation (i.e., phone order, time zone, and answering machine settings for a wide time-of-day account coverage within a defined period).
- Works directly with Information Systems support personnel (including third-party vendors) to explain and clarify business requirements, prioritize business unit requests, and review the status of work being performed by the Information Systems support group.
- Opens helpdesk tickets and interfaces with members of Information Systems to resolve dialer issues.
- Optimizes Prime Time attempts by segments, including business group, delinquency, time zones, and risk scores.
- Provide input to leadership on ideas for improving the dialer processes, increasing efficiency, and adhering to FDCPA legal compliance.
- Other duties as assigned by leadership.
Requirements:
- Bachelor's degree
- Preferred but not required: Proficient in using dialer software and related technologies.
- Familiarity with call center operations and key performance metrics
- Fluent in verbal and written English.
- Keyboarding and navigation skills between various programs and systems
- Working knowledge of MS Office (intermediate)
- No write-ups in the last 12 months
- Weekday availability to work 48 hrs per week.
- Be open to flexible scheduling, including Sundays.
Competencies:
- Oriented to results and details.
- Flexibility for change
- Analytical skills
- Customer Focus
- Quality-oriented
- Cross-Functional focus
- Able to manage different software.
-Nissan (NMEX,NEdM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción (ni discriminación por género, identidad y/o expresión de género, orientación sexual, ) raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición. -Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition
Aguascalientes Aguascalientes Mexico