Call Center Operations Specialist

hace 5 días


Aguascalientes, Aguascalientes, México Nissan Motor Corporation A tiempo completo
Job Summary

Nissan Motor Corporation is seeking a highly skilled Call Center Operations Specialist to join our team. As a key member of our customer service department, you will be responsible for monitoring and analyzing the performance of our predictive dialer campaigns to ensure optimal results.

Key Responsibilities:
  • Monitor and Analyze Dialer Performance: Conduct daily process checks and verify callable downloads to ensure accurate and efficient dialing.
  • Develop Tactical Calling Plans: Assist in the development of daily tactical calling plans based on expected staff availability, volume, and penetration goals.
  • Operate and Configure Dialer Platform: Operate the predictive dialer and configure the dialer platform applications to optimize performance.
  • Maintain Historical Data and Reporting: Maintain historical data and reporting of input measures, job productivity, and effectiveness of tactical plans.
  • Assist with Reporting Duties: Assist the supervisor with reporting duties, including running daily reports and hourly reports.
  • Monitor and Adjust Dialer Campaigns: Monitor dialer campaigns to drive productivity and performance, and make real-time adjustments or changes as needed.
  • Collaborate with Information Systems: Work directly with Information Systems support personnel to explain and clarify business requirements, prioritize business unit requests, and review the status of work being performed.
  • Optimize Prime Time Attempts: Optimize Prime Time attempts by segments, including business group, delinquency, time zones, and risk scores.
  • Provide Input to Leadership: Provide input to leadership on ideas for improving dialer processes, increasing efficiency, and adhering to FDCPA legal compliance.
Requirements:
  • Bachelor's degree
  • Preferred but not required: Proficient in using dialer software and related technologies.
  • Familiarity with call center operations and key performance metrics
  • Fluent in verbal and written English.
  • Keyboarding and navigation skills between various programs and systems
  • Working knowledge of MS Office (intermediate)
  • No write-ups in the last 12 months
  • Weekday availability to work 48 hrs per week.
  • Be open to flexible scheduling, including Sundays.
Competencies:
  • Oriented to results and details.
  • Flexibility for change
  • Analytical skills
  • Customer Focus
  • Quality-oriented
  • Cross-Functional focus
  • Able to manage different software.


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