AR Operations Analyst

Security Service Federal Credit Union•San Antonio, TX

21d

About The Position

As part of the Operations Team, The AR Operations Analyst will track historical trends, re-evaluate strategy, create performance reporting, and develop best business practices and areas of adjustment to maximize collection efforts. Provide real-time monitoring via available tools (Genesys WEM, Emite, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with interdepartmental teams to achieve service level goals / business objectives for a multi-site operation. Maintain constant communication with leadership teams to coordinate needed staffing adjustments based on current and forecasted results. Generates and evaluates staffing schedules and ensures data updates into scheduling system. Provide daily/intra-day performance reports to leadership team. Other related duties as assigned. Works closely with the Asset Recovery leadership team to accomplish SSFCU objectives. Ensures agent productivity by handling call volume, staffing, and scheduling adherence for the Asset Recovery Call Center locations. Monitors closely with the lines of business and the rest of the strategy team to meet service level objectives. Responsible for the day-to-day administration and monitoring associated with technology applications, a predictive dialer system, and assists in the planning, implementation, maintenance, and monitoring of all dialer systems. Responsible for campaign maintenance, the upkeep, and changes to the dialer systems, and coordinating changes with Asset Recovery Collections Manager, Senior Management, and ET. Ensures that all workforce management tools, and other operational processes are maintained and productive. Able to troubleshoot system related issues, understanding all business rules and configurations. Researches, identifies, and escalates ideas and proposals for more effective calling missions. Prepares and distributes various reports and reports successes or failures. Defines and reports on metrics to measure performance activities, addressing, and correcting deficiencies where necessary.

Requirements

Bachelor's degree or equivalent education and/or experience
A working knowledge of collections policy and overall asset recovery/collections
MS Office skills including Word, Excel, PowerPoint, and Outlook with a good understanding of the Internet environment and research tools
Working knowledge of Call Center Technologies and processes (Avaya and/or Aspect Auto dialer programming, Auto dialer Reporting Systems Call Recording Systems, electronic workflow systems)
1 year of progressive experience managing dialer systems
Demonstrated understanding and capability in managing dialer pacing modes in a blended agent environment
Demonstrated knowledge of approved collection practices, policies, and procedures
Proven interpersonal and relationship management skills
Effective written and verbal communication skills
Ability to professionally communicate suitable for senior audience and write formal proposals
Confidence in public speaking
Strong time-management and organizational skills to manage multiple deadlines and priorities within a highly demanding, fast-paced environment
Independent thinking, self-motivated, and ability to operate effectively with minimal supervision, taking initiative in problem solving to achieve production and performance goals set by the Asset Recovery Management Team
Ability to analyze information

Responsibilities

Track historical trends, re-evaluate strategy
Create performance reporting
Develop best business practices and areas of adjustment to maximize collection efforts
Provide real-time monitoring via available tools (Genesys WEM, Emite, etc.)
Make intra-day adjustments to maximize resource efficiency
Achieve service level goals / business objectives
Perform continual analysis of current performance
Conduct real-time re-forecasting to make necessary adjustments in staffing plans
Coordinate with interdepartmental teams to achieve service level goals / business objectives for a multi-site operation
Maintain constant communication with leadership teams to coordinate needed staffing adjustments based on current and forecasted results
Generate and evaluate staffing schedules and ensures data updates into scheduling system
Provide daily/intra-day performance reports to leadership team
Ensure agent productivity by handling call volume, staffing, and scheduling adherence for the Asset Recovery Call Center locations
Monitor closely with the lines of business and the rest of the strategy team to meet service level objectives
Responsible for the day-to-day administration and monitoring associated with technology applications, a predictive dialer system
Assist in the planning, implementation, maintenance, and monitoring of all dialer systems
Responsible for campaign maintenance, the upkeep, and changes to the dialer systems, and coordinating changes with Asset Recovery Collections Manager, Senior Management, and ET
Ensure that all workforce management tools, and other operational processes are maintained and productive
Troubleshoot system related issues, understanding all business rules and configurations
Research, identify, and escalate ideas and proposals for more effective calling missions
Prepare and distribute various reports and reports successes or failures
Define and report on metrics to measure performance activities, addressing, and correcting deficiencies where necessary