Sr. Telephony Analyst

Selene Finance LP•Dallas, TX

About The Position

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you! Essential Duties and Responsibilities include the following. Other duties may be assigned. Telephony administrator for Selene’s Alvaria telephony system includes dialer campaign management, inbound queue management and interactive voice response unit. Develop daily, weekly and monthly outreach lists and priorities to Dialer Team for daily automation builds and schedules. Track and provide feedback to operations management on agent, function, and investor level trends and opportunities to ensure goals are achieved and operations management has the information needed to run an efficient and effective operation. Make real-time intraday adjustments to ensure inbound service levels remain in standard while maximizing outbound call attempts. Provide insights and analytics on drivers impacting key performance and risk indicators. Point of contact for internal technology team on needs and opportunities within the telephony environment. Create, publish and/or monitor reporting and analytics for the contact center. Assists with the creation of an operating structure capable of executing the strategy, including but not limited to data management, reporting, refining functional and technical processes. Continuously evolves efficient contact center solutions and departmental processes. Clearly communicates strategies to team members and other stakeholders. Establish internal controls and process observation routines to reduce regulatory errors.

Requirements

Minimum of three years of experience working in a Contact Center environment.
Experience with Alvaria Cloud; Outreach, Manager, CX Business UI.
Possess intellectual curiosity and has the ability to create a safe environment for ideation.
Ability to utilize time management efficiently.
Maintains high degree of confidentiality.
Excellent attention to detail.
Experience in a geographically dispersed organization.
Proven ability to solve problems creatively.
Ability to multi-task and consistently meet multiple deadlines.
Strong verbal and written communication skills.
Ability to work in a team environment.
Strong customer-service orientation.
Ability to use good judgment.

Responsibilities

Telephony administrator for Selene’s Alvaria telephony system includes dialer campaign management, inbound queue management and interactive voice response unit.
Develop daily, weekly and monthly outreach lists and priorities to Dialer Team for daily automation builds and schedules.
Track and provide feedback to operations management on agent, function, and investor level trends and opportunities to ensure goals are achieved and operations management has the information needed to run an efficient and effective operation.
Make real-time intraday adjustments to ensure inbound service levels remain in standard while maximizing outbound call attempts.
Provide insights and analytics on drivers impacting key performance and risk indicators.
Point of contact for internal technology team on needs and opportunities within the telephony environment.
Create, publish and/or monitor reporting and analytics for the contact center.
Assists with the creation of an operating structure capable of executing the strategy, including but not limited to data management, reporting, refining functional and technical processes.
Continuously evolves efficient contact center solutions and departmental processes.
Clearly communicates strategies to team members and other stakeholders.
Establish internal controls and process observation routines to reduce regulatory errors.