Dialer Analyst

Address: 322 Rhett Street, Greenville, South Carolina, United States - 29601   

 

Purpose Financial, Inc. is an innovative consumer financial services company that offers a diverse suite of credit products, promoting financial inclusion and meeting consumers wherever they are. Through its brands, the company is committed to helping customers achieve their version of financial stability in the moment and in the future.  Since 1997, Purpose Financial has been a pioneer in the consumer credit and financial services market offering money solutions in over 800 storefronts locations and online lending.  Providing services in over 23 states, Purpose Financial employs over 2,500 team members.

At Purpose Financial we are always on the lookout for motivated individuals who share in our values of mutual respect to join our team of outstanding professionals.

We offer:

• Competitive Wages
• Health/Life Benefits
• Health Savings Account plus Employer Seed
• 401(k) Savings Plan with Company Match
• 3 Weeks of Paid Parental Leave
• 11 Company Paid Holiday's
• Paid Time Off including Volunteer Time
• Vacation Carryover
• Tuition Reimbursement
• Work-Life Balance
• Business Casual Environment
• Rewards & Recognition Program
• Employee Assistance Program
• Office in downtown Greenville that offers free parking, onsite gym, free snacks/drinks (for those working onsite or hybrid)

To learn more about Purpose Financial visit Purpose Financial Website.

 

Position Summary

As a Dialer Analyst, you'll be the go-to person for ensuring the smooth operation of our contact center platform, particularly focusing on the dialer system. Here's a breakdown of the responsibilities and key areas of expertise for this role:

• Platform Administration and Support:  Responsible for day-to-day administration and support of the Contact Center platform, which includes managing various functions such as the Five9 dialer (or other dialers), ACD blending, and Omnichannel capabilities. This involves troubleshooting any issues that arise and ensuring that operations run smoothly.
• Development of Operational Functions:  The role involves analyzing and developing operational functions within the Contact Center platform. This includes optimizing dialer interactions for efficiency and effectiveness, as well as enhancing Omnichannel capabilities to improve customer experience.
• Understanding Multiple Platforms:  Develop a deep and comprehensive understanding of multiple platforms, including predictive, preview, and automatic outbound dialing applications. Additionally, this candidate should be proficient in inbound ACD, Omnichannel communication, IVR scripting, and call list management.
• Compliance and Testing: Ensuring compliance with regulations is crucial. The candidate will need to be involved in testing for compliance, making sure that all interactions meet regulatory standards and guidelines. Additionally, this position will ensure compliance with internal and external policies, controls, and regulations, while driving adherence of Call Center policies to ensure effective controls exist to safeguard company assets.    
• Efficiency and Effectiveness: The candidates focus will be on creating efficiency and effectiveness in systems management and performance. This includes developing blending strategies to optimize resource allocation and enhancing customer experience technology to streamline processes. 

Overall, this role is pivotal in driving the performance and efficiency of our contact center operations. The ideal candidate would combine technical expertise with a customer-centric approach to deliver seamless experiences for both agents and customers.

Job Responsibility

Principal Duties:

Support Development of Five9 and other Platforms: Serve as a subject matter expert (SME) for both inbound and outbound functions, as well as Omnichannel strategies within the Five9 platform while overseeing the development, planning, and implementation of dialer strategies which can significantly impact all customers in our portfolio and revenue generated by the organization. 

List Management and Load Balancing: Assist in managing daily list processes and load balancing from various CRM systems, aligning with defined omnichannel strategies, and analyzing their effectiveness.

Relationship Building: Establish strong relationships with internal and external stakeholders to address critical enhancements, performance issues, and downtime affecting the contact center.

System Expertise: Develop comprehensive expertise in multiple contact center systems to effectively support operations and drive improvements.    Have ongoing desire and execution to evaluate new