Analyst, Contact Center Communications (PHL)-1

Minimum Requirements and Qualifications 

Education 

• Associates Degree required 

• Bachelor’s Degree preferred 

• Masters Level Degree in Business, MIS, computer programming or other field of study reasonably applicable preferred. Work experience may be substituted for this requirement. 

Training requirements  

• Dialer training preferred (CISCO, Avaya, Noble, etc) 

• Six Sigma and/or Lean certification preferred 

Knowledge and skills  

• 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 

Technical Skills 

• Advanced MS Office skills (Word, Excel, Access, PowerPoint and Outlook).   

• Autodialer and telephony technologies required 

• VBA Coding preferred 

• MS Project preferred 

• SQL and/or SAS preferred 

• Relational database experience preferred 

• BI reporting experience preferred 

• Oracle experience preferred 

Job experience  

• Two years contact center experience required 

• One year predictive dialer administration (or similar) preferred 

• One year consumer collection experience preferred 

• Experience analyzing large data sets and presenting recommendations to executive level leadership 

• Experience in process improvement