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.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must possess direct or related experience in each of the following:
- 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.
Why Selene?Benefits
Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:
Paid Time Off (PTO)
Medical, Dental &Vision
Employee Assistance Program
Flexible Spending Account
Health Savings Account
Paid Holidays
Company paid Life Insurance
Matching 401(k) Plan
The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.
