Winover Contact Center

Call Center Representative

• Develop actions aimed at maximizing results, for example determining a specific delinquency range for a customer in a given region where commission is higher.
• Design strategies focused on optimizing company billing and supervise the Assistant in system configuration so the strategies are implemented.
• Provide strategies to minimize financial impacts for the company and the customer.
• Develop and design billing strategies and competition rankings among competitors/agencies using the PDCA (Plan/Do/Check/Act) methodology.
• Define and monitor the dialing strategies for the outbound operations under your responsibility, preparing statistical studies of the data collected by the dialers used by the company in order to maximize and enhance sales strategies.
• Promote proven methodologies in process redesign to increase operational efficiency and business performance of the operations.
• Monitor the performance of the operation's key processes and develop market segmentation strategies based on the target audience.
• Prepare analytical base studies (mailings) focused on CRM and campaign effectiveness.
• Manage data and information to measure the efficiency of actions applied in operations under the PDCA (Plan/Do/Check/Act) strategy.
• Verify and confirm receipt of files by the client and interact with operations to request strategy changes.
• Reports and Metrics
• Present management results.
• Monitor indicators with a focus on results.

Senior Planning Analyst – Collections Contact Center