Sr Dialer Analyst
Company: TMX Finance
Location: Carrollton
Posted on: January 24, 2023
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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.
ResponsibilitiesRunning 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. Qualifications8-10 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 conceptsStrong knowledge of statistics
and ability to understand and analyze dialer-output dataKnowledge
of auto-dialer operation and conceptsUnderstanding of database
design principles, data structures, and optimizationsStrong ability
in using and creating customized reporting data in both the dialer
system as well as other reporting softwareStrong critical thinking
skills with the ability to use logic and reasoning to identify the
strengths and weaknesses of alternative solutions, conclusions, or
approaches to problemsStrong time management, multitasking, and
prioritization skillsExcellent written and verbal communication
skillsStrong knowledge of predictive, blended, IB and OB dialer
systems such as, but not limited to, InContact, Five9, Aspect,
LiveVox, Cisco, MitelProven track record of providing strategic
support in a contact center environment, while balancing the need
for attention to detailAdvanced proficiency in Excel and a
proficiency in Microsoft Office SuiteAbility to work hours that may
include evenings and weekendsPhysical 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 Qualifications1+ years of experience performing
quantitative analysis is preferred Experience with InContact is
preferred or o9ther dialer platformsIntermediate to advanced
proficiency in Salesforce1-3 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 successAccess to a robust learning management system, full of
e-learning modules and training programs to help boost your
professional and personal developmentProfessional Development and
Mentor Programs plus Ongoing Training ResourcesMultiple coverage
levels for Medical, Dental, & VisionGroup 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 matchFlexible Spending AccountsBasic and
AD&D Life InsuranceVoluntary 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 advancementDiverse 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
https://www.tmxfinancefamily.com/careers/top-talent/store-support/.Check
out what's happening in our Company at
https://www.tmxfinancefamily.com/tmx-talks.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. #INDCORPPI201988900
Keywords: TMX Finance, Carrollton , Sr Dialer Analyst, Professions , Carrollton, Texas
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