Analyst, Contact Center Communications

Travel + Leisure Co.•Las Vegas, NV

1d•Onsite

About The Position

The Analyst, Contact Center Communications is responsible for developing and recommending call strategies, developing reporting that provides analytical insight into collections dialer performance, and managing the daily functions for the Travel + Leisure Finance predictive, preview and unmanned dialer operations. Key areas include the creation of campaigns for all portfolios, including but not limited to WVR, WbW, WAAM, Shell, EBAC and SIR products. The Analyst, Contact Center Communications is also responsible for driving continuous improvement through proactive recommendations on daily strategies and results, and works in close partnership with the Operations team. This position is responsible for all collection communication strategies in the two call centers located in Orlando, FL and Las Vegas, NV. This position ensures that all collections strategies are followed and that the contact center is running at an optimal rate in order to gain as many connects as possible, as well as setting up the administration functions of the dialer. The financial scope of this position manages collections strategies on approximately $340M on a $3.7B portfolio.

Requirements

Bachelor’s Degree required
Six Sigma and/or Lean certification preferred
Good communication and interpersonal skills, both verbal and written, that promote open and trustworthy working relationships
Ability to efficiently multi-task
Demonstrated quantitative skills; detail oriented
Effectively manage time and resources to ensure that work is completed efficiently
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
Advanced MS Office skills (Word, Excel, Access, Powerpoint and Outlook).
Autodialer and telephony technologies required
VBA Coding required
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

Nice To Haves

Masters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred.
Work experience may be substituted for this requirement.
Dialer training preferred (CXOne, Avaya, Noble, etc)
MS Project preferred
SQL and/or SAS preferred
Relational database experience preferred
Power BI reporting experience preferred
Oracle experience preferred

Responsibilities

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%)