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Dialer Analyst, Call Center Analytics (Mid Level or Senior)

Company: Credit Acceptance
Location: Southfield
Posted on: June 12, 2019

Job Description:

Our Analytics Department is on the front-line of helping build intrinsic value and make strategic business decisions through data analytics. Team members in this role are able to utilize the latest analytical technology to develop, monitor, and maintain complex practices that help to optimize our success. Our team members value being challenged, are encouraged to express their ideas, and have the flexibility to enjoy work life balance.

About this Position:


  • Execute and monitor the call strategies for departments that use the automated dialer
  • Develop and produce reports measuring contact and collection performance
  • Analyze data to drive better business decisions

    Outcomes & Activities:

    • Dialer Execution: Create dialer campaigns, select and monitor the dialer pacing, and communicate service levels to operations
    • Reporting: Develop and produce reports to measuring the performance of contact strategies, dialer processes, and champion/challenger tests
    • Ad hoc analysis: Perform analysis to solve business problems and drive better decisions

      Requirements:

      Required:


      • Bachelor's degree or 3+ years of dialer experience (Analyst)
      • 3+ years of SAS or SQL programming experience (Analyst)
      • Bachelor's degree or 5+ years of dialer experience (Senior Analyst)
      • 5+ years of SAS and SQL programming experience (Senior Analyst)
      • Attendance as required by department.
      • Work onsite at the assigned Credit Acceptance work location.
      • Able to work a schedule that may include weekends and late nights.

        Preferred:

        • Experience with Aspect Unified Contact Center 7.0 (Unified IP, ALM, IVR, WFM, etc.)
        • Experience in call center analytics or auto lending analytics

          Knowledge & Skills:

          • Have knowledge of the automated dialer
          • Be proactive and make recommendations as opportunities arise
          • Apply analytical skills to solve problems creatively
          • Act promptly and effectively when assigned tasks
          • Work well with others in a team environment

            Company Values:

            To be successful in this role, Team Members need to demonstrate the characteristics of PRIDE in their work:

            • Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment.
            • Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust.
            • Insightful: Make timely well considered decisions, create innovative solutions and continuously learn.
            • Direct: Communicate clearly and objectively; don't be afraid of difficult conversations. Raise concerns through the proper channels.
            • Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly.

              INDCS

              Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.

              Credit Acceptance is an equal opportunity employer.

Keywords: Credit Acceptance, Southfield , Dialer Analyst, Call Center Analytics (Mid Level or Senior), Professions , Southfield, Michigan

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