Sr Dialer Analyst
Company: TMX Finance
Location: Carrollton
Posted on: January 19, 2023
Job Description:
Requisition ID 2023-31710Category: Collections/Contact
CenterLocation: US-TX-CARROLLTONOverviewSenior Dialer
AnalystCarrollton, TXThe TMX Finance - Family of Companies is
looking for a Senior Dialer Analyst to join our team and be part of
a dynamic corporate culture dedicated to supporting our stores and
team members. Your main responsibility would be the administration
of day-to-day operations of the dialer system at our high-volume
Collections and Operations Field Support Desks, as well as
collaborating with department leadership on assisting them
strategically through building and compiling data. In addition, you
will serve as a backup to our Dialer Administrator through
understanding the process to build and run campaigns.
Responsibilities
- Running the predictive dialer system as needed that controls
the flow of inbound and outbound calls to customers and internal
departments.
- Provide reporting to the Collections other department leaders
and collaborate with line of business management to determine
overall strategy.
- Perform daily uploads, downloads, and importing as well as
analysis of dialer-output data to identify potential problems or
issues.
- Import data from our warehouse for the purpose of compiling
data to present dashboards to Sr. Management.
- Create and update dialing campaigns, filters, list strategies,
and reports with the goal of developing results-based, useful
dashboards for senior management.
- Collaborate with the Salesforce Admin team to identify and
implement administrative changes to the Salesforce platform.
- Complete other duties as assigned by Sr. Management.
Qualifications
- 8-10 years of technical operations experience in a contact
center environment
- Minimum 1-year experience with contact center dialer
administration including the use of a dialer system. Basic
knowledge of auto-dialer operations and concepts
- Strong knowledge of statistics and ability to understand and
analyze dialer-output data
- Knowledge of auto-dialer operation and concepts
- Understanding of database design principles, data structures,
and optimizations
- Strong ability in using and creating customized reporting data
in both the dialer system as well as other reporting software
- Strong critical thinking skills with the ability to use logic
and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions, or approaches to problems
- Strong time management, multitasking, and prioritization
skills
- Excellent written and verbal communication skills
- Strong knowledge of predictive, blended, IB and OB dialer
systems such as, but not limited to, InContact, Five9, Aspect,
LiveVox, Cisco, Mitel
- Proven track record of providing strategic support in a contact
center environment, while balancing the need for attention to
detail
- Advanced proficiency in Excel and a proficiency in Microsoft
Office Suite
- Ability to work hours that may include evenings and
weekends
- Physical demands for this position frequently include: the
ability to remain in a stationary position, move about freely
inside and occasionally outside of the office, and the operation of
mechanical controls, such as a keyboardPreferred Qualifications
- 1+ years of experience performing quantitative analysis is
preferred
- Experience with InContact is preferred or o9ther dialer
platforms
- Intermediate to advanced proficiency in Salesforce
- 1-3 years' experience with contact center workforce management
systems a plus Our Benefits Include*:
- A comprehensive new hire training program designed to help set
you up for success
- Access to a robust learning management system, full of
e-learning modules and training programs to help boost your
professional and personal development
- Professional Development and Mentor Programs plus Ongoing
Training Resources
- Multiple coverage levels for Medical, Dental, & Vision
- Group Health & Wellness Program, plus special savings on retail
items, travel, entertainment, and more through TMX Perks
- Traditional 401(k) and Roth 401(k) with Company match
- Flexible Spending Accounts
- Basic and AD&D Life Insurance
- Voluntary benefits, including short-term and long-term
disability insurance, accident, critical illness, and hospital
confinement insurance
- Paid Time Off (Accrue 12 days per calendar year plus 2
additional days for each year of service after the first year of
employment, 18 days in total)
- Performance-based career advancement
- Diverse Culture and Inclusive EnvironmentLearn More About UsThe
Senior Dialer Analyst is a member of the Loan Servicing team, which
works steadily behind the scenes to help our stores create an
exceptional customer experience and to operate at the highest
level. To learn more about our business and the loan servicing
Team, visit us at .Check out what's happening in our Company at
.The information contained herein is not intended to be an
all-inclusive list of the duties and responsibilities of the job,
nor is it intended to be an all-inclusive list of the skills and
abilities required to do the job. The Company may, at its
discretion, revise the job description at any time, and additional
functions and requirements may be assigned by supervisors as deemed
appropriate. Requirements, skills, and abilities included have been
determined to illustrate the minimal standards required to
successfully perform the position. *Based on current benefit
offering, which is subject to change with or without notice.
Certain benefits are subject to the terms and conditions of the
governing plan documents which should be consulted for additional
details and eligibility requirements. Important: The TMX Finance -
Family of Companies will never ask you for banking or other payment
information at any point during the interview or hiring process,
nor will we conduct an interview via text message. Any official
email correspondence will come from the domain @titlemax.com or
@titlemax.biz. In-store positions are in-person only, remote
options not available. For questions or verification, call 1-
855-TMX-JOBS. All TMX Finance - Family of Companies Are Equal
Opportunity Employers. #INDCORPPI200849083
Keywords: TMX Finance, Carrollton , Sr Dialer Analyst, Professions , Carrollton, Texas
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