Job Description

Responsibilities Include:
• Improved no contact rates
• BTTC (Best time to call) and Early Delinquency Indicator usage requirements and improvement suggestions
• Daily outbound campaign adherence
• Skip Tracing function / staff
• Improvements to IVR and website to allow for increased self fulfillment, improved customer experience, and avoidance of missed resolution opportunities
• Analyze historical results to allow for suggested improvements to calling logic tools (BTTC, EDI)
• Maximizing scheduling in order to improve contact rates
• Provide production reporting and valuable input to all customer facing management teams and senior management regarding no contact rates and strategies to improve the same
• Create and implement a monthly operational review package and coordinate monthly review meetings with senior management
• Partner with Six Sigma Team and Business Units to continually update / upgrade / improve communication programs (skip tracing, campaigns, BTTC, EDI, IVR, web) to allow for improved contact rates
• Interact with call center managers and senior management to create high-impact, data-driven projects that align with corporate initiatives

Key Result Areas:
Achieve defined goal related to:
• Improved contact rates
• BTTC Adherence
• Reduced Abandon Rates / ASA
• Improved Self fulfillment rates
•Provide accurate and timely reporting as per requirements for all call center phone stats
•Prepare and present monthly operational review package to executive management
•Ensure compliance with Internal and External guidelines related to customer contact requirements

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