Auto req ID: 2759BR
Title: Dialer Analyst
Job Function: Collections
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
The Dialer Analyst is responsible to sustain the daily operational effectiveness & efficiency of outbound dialing for multiple Departmental/Workgroup strategies. The Dialer Analyst will maintain the Aspect Unified IP (UIP) & Advanced List Management (ALM) Dialer Platform by completing scheduled system upgrades & maximizing existing functionality. Additionally, the Dialer Analyst will create & maintain all Dialer Reporting processes necessary to support the business. The Dialer Analyst is also heavily involved in supporting and contributing to many key strategic business projects that involve the utilization of the Dialer technology. The Dialer Analyst will also develop and drive team projects & analytical based exercises that focus on maximizing the utilization of the Aspect Dialer Platform.
PRIMARY RESPONSIBILITIES
- Assists in the development of Dialer campaign creation, record filters, phone strategies & list maintenance for each business unit. Ensures calling lists are processed and available for dialing as scheduled
- Responds to and diagnoses technical problems through discussions with users and vendors, requiring strong communication skills. Includes problem recognition, research, and resolution.
- Develops & provides complex reports that provide internal customers with detailed & summary information pertaining to Dialer Production
- Responsible for developing & maintaining UIP & ALM scripts that maintain a high level of automation with Dialer Administration processes. Also responsible for report automation
- Responsible for the planning, implementation, maintenance, and monitoring of all Aspect UIP & ALM systems. (System Upgrades, Strategy Changes, etc.)
- Support IT, Risk & Operations initiatives as the technical expert for the Aspect UIP & ALM systems. Make necessary changes on Aspect Platform to support strategies as designed.
- Drive Continuous Improvement (CI) through in-depth analytical exercises. Evaluate and recommend improvements to outbound call center productivity. Develop & deliver solid business cases as appropriate
- Develop & maintain internal Reporting Databases for Dialer Statistics (MSAccess)
- Works closely with Aspect & HDFS IT to quickly resolve issues that are production impacting. Meet weekly with Aspect to review list of outstanding issues
- Develop and maintain documentation library that outlines Dialer Administration processes, strategies & procedures
- Special projects as requested
- Performs other duties as assigned
Education Required:
Bachelor's degree preferred; Equivalent combination of education and experience may be substituted in lieu of degree
Experience Required:
- 2-3 years of overall technical experience
- 3-5 years call center experience
- At least 1 year experience working with Aspect UIP & ALM (Preferred)
- Advanced Microsoft Office skills - MSExcel & MSAccess (Business Objects & SQL preferred)
- Has solid knowledge of LAN & software/hardware to be able to install or program applications and be able to identify and assess hardware/software products
- Proven ability to diagnose and resolve complex user problems and train users
- Experience with Daybreak or equivalent Loan Management System.
- Project Management Experience (preferred)
COMPETENCIES (SKILLS & ABILITIES)
- Strong technical & analytical skills
- Strong verbal & written communication skills.
- Strong teamwork skills and the ability to interact effectively with all levels of staff.
- Ability to manage Vendors to ensure Service Level Agreements(SLA’s) are being met
- Strong Presentation Skills – Structure & Delivery
- Proven ability to take appropriate action with limited supervision
- Demonstrated ability to successfully manage multiple details.
- Proven problem solving skills.
WORKING CONDITIONS:
- Extended working hours may be required as dictated by management and business needs
- Travel to multiple facilities may be required
- Some weekend work required
Supplemental Information:
This position is open in Carson City and Plano.
Direct Reports: No
Travel: Required 0-10%
Title: Dialer Analyst
Job Function: Collections
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
The Dialer Analyst is responsible to sustain the daily operational effectiveness & efficiency of outbound dialing for multiple Departmental/Workgroup strategies. The Dialer Analyst will maintain the Aspect Unified IP (UIP) & Advanced List Management (ALM) Dialer Platform by completing scheduled system upgrades & maximizing existing functionality. Additionally, the Dialer Analyst will create & maintain all Dialer Reporting processes necessary to support the business. The Dialer Analyst is also heavily involved in supporting and contributing to many key strategic business projects that involve the utilization of the Dialer technology. The Dialer Analyst will also develop and drive team projects & analytical based exercises that focus on maximizing the utilization of the Aspect Dialer Platform.
PRIMARY RESPONSIBILITIES
- Assists in the development of Dialer campaign creation, record filters, phone strategies & list maintenance for each business unit. Ensures calling lists are processed and available for dialing as scheduled
- Responds to and diagnoses technical problems through discussions with users and vendors, requiring strong communication skills. Includes problem recognition, research, and resolution.
- Develops & provides complex reports that provide internal customers with detailed & summary information pertaining to Dialer Production
- Responsible for developing & maintaining UIP & ALM scripts that maintain a high level of automation with Dialer Administration processes. Also responsible for report automation
- Responsible for the planning, implementation, maintenance, and monitoring of all Aspect UIP & ALM systems. (System Upgrades, Strategy Changes, etc.)
- Support IT, Risk & Operations initiatives as the technical expert for the Aspect UIP & ALM systems. Make necessary changes on Aspect Platform to support strategies as designed.
- Drive Continuous Improvement (CI) through in-depth analytical exercises. Evaluate and recommend improvements to outbound call center productivity. Develop & deliver solid business cases as appropriate
- Develop & maintain internal Reporting Databases for Dialer Statistics (MSAccess)
- Works closely with Aspect & HDFS IT to quickly resolve issues that are production impacting. Meet weekly with Aspect to review list of outstanding issues
- Develop and maintain documentation library that outlines Dialer Administration processes, strategies & procedures
- Special projects as requested
- Performs other duties as assigned
Education Required:
Bachelor's degree preferred; Equivalent combination of education and experience may be substituted in lieu of degree
Experience Required:
- 2-3 years of overall technical experience
- 3-5 years call center experience
- At least 1 year experience working with Aspect UIP & ALM (Preferred)
- Advanced Microsoft Office skills - MSExcel & MSAccess (Business Objects & SQL preferred)
- Has solid knowledge of LAN & software/hardware to be able to install or program applications and be able to identify and assess hardware/software products
- Proven ability to diagnose and resolve complex user problems and train users
- Experience with Daybreak or equivalent Loan Management System.
- Project Management Experience (preferred)
COMPETENCIES (SKILLS & ABILITIES)
- Strong technical & analytical skills
- Strong verbal & written communication skills.
- Strong teamwork skills and the ability to interact effectively with all levels of staff.
- Ability to manage Vendors to ensure Service Level Agreements(SLA’s) are being met
- Strong Presentation Skills – Structure & Delivery
- Proven ability to take appropriate action with limited supervision
- Demonstrated ability to successfully manage multiple details.
- Proven problem solving skills.
WORKING CONDITIONS:
- Extended working hours may be required as dictated by management and business needs
- Travel to multiple facilities may be required
- Some weekend work required
Supplemental Information:
This position is open in Carson City and Plano.
Direct Reports: No
Travel: Required 0-10%