- The responsibility includes the day to day tasks necessary to facility the thousands of contact attempts daily (manual calls, predicitive campaigns, texting, emails and ringless messaging).
- Monitor real time campaign management to optimize performance by reviewing call volumes and determining the telephony strategies including routing for call handling, outbound call pacing and call selection in adherence with compliance and department goals .
- Project manage system redesigns and improvements including contacting necessary 3rd parties such as vendors, consultants, and internal resources such as IT and Compliance areas. Support and execute the build, test, and deployment of any required customizations, functionality changes or additions.
- Deploy, maintain, and enhance integrations with other applications / systems, ensuring data integrity and system compliance.
- Document current state and process/system updates to facilitate compliance requests, client inquiries and cross-training of operations staff.
- Perform other duties as assigned.
Supervisory Responsibility
- No
Position Specifications
- Bachelor of Science in Information Technology, Computer Science, Business, or similar discipline or equivalent combination of education and experience required.
- Five (5) years system administration or analysis with minimum two (2) years SQL experience required.
- Two (2) year administration experience with Telrock systems (Optimus) required.
- Two (2) years collections operations experience required.
- Two (2) years call center system administration/operations experience preferred.
Knowledge, Skills, & Abilities
- Demonstrate behaviors based on PSCU values: Excellence, Innovation, Leadership, Passion, Trust, and Diversity, Equity, & Inclusion
- Programming capabilities strongly preferred
- Ability to communicate effectively at a high level in both verbal and written formats and give presentations utilizing various audiovisual support aids
- Ability to manage multiple technical projects, work in fast-paced environment, and meet deadlines
- Demonstrated excellent analytical and quantitative skills
