Sr Dialer Analyst

Company: TMX Finance
Location: Carrollton
Posted on: January 25, 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. #INDCORPPI201985803

Keywords: TMX Finance, Carrollton , Sr Dialer Analyst, Professions , Carrollton, Texas