Participation Analyst
Assurant
SQL
Business Support Services Manager
CarringtonCrisp
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $135,000 per year
Job Level
SeniorLead
Tech Stack
SQL
About the role
- Develop the standard reporting practices for Customer Contact and the Dialer Operations.
- Responsible for leading Carrington’s Dialer Support and Operations teams and successful monitoring of the workforce management system for designated business units within the organization.
- Carry out management responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; monitoring performance, rewarding, and disciplining employees; and addressing complaints and resolving problems.
- Responsible for identifying and scheduling daily, monthly, quarterly, and annual reporting requirements.
- Identify areas where reporting can streamline processes and procedures and work with management to implement.
- Function as a Business Systems Analyst in obtaining business reporting needs and then design, build, and implement new reporting.
- Recommend new or modified reporting methods and procedures to improve report content and accuracy of information.
- Ensure that new system changes are implemented correctly and do NOT affect the contact center metrics or alter accordingly.
- Manage programs and queries to retrieve, analyze, and forecast data for project, and programing requirements.
- Ensures customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.
- Motivates and supports team in the production of weekly schedules and daily operational tasks.
- May assist in the design and implementation of systems and programming used for reporting.
- Conduct routine meetings with subordinates to ensure open communication of expectations and desired results.
- Manage the analysis and reporting on service and operational performance improvement efforts.
- Conduct Performance Reviews on staff members as required by the company.
- Advanced knowledge of SQL, Power BI, Sybase, Crystal Reporting, and MS Applications including SQL Server Reporting Services, Excel, Access, and Power Point
- Strong verbal and written communication skills
- Knowledge of relevant and industry-specific computer software packages is preferred.
- Working knowledge of call center technologies and processes including delinquency dialer routines, call routing and contact center fundamentals preferred.
- Ability to understand complex problems and to collaborate and explore alternative solutions.
- Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit.
- Ability to organize, forecast and prioritize work schedules of others on long-term basis.
- Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
- Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
- Ability to work independently under limited supervision.
Requirements
- Bachelor’s Degree in computer science, software design, management information systems, engineering or a related field or equivalent experience.
- Eight (8) or more years’ IT experience with a strong focus on BI Reporting solutions.
- Two (2) plus years related technical or contact center experience, with automated dialer management tools/applications in a large high call volume call center.
- Two (2) plus years’ experience in the banking, mortgage servicing and/or collections industry
