Supports account servicing operations by executing operational analyses, performance assessments, test setup, execution, and evaluation, and other projects to enhance a performance-based culture and strong management oversight.
Develop test and control environment for improving operational efficiency and effectiveness.
Recommend and evaluate test strategies related to a variety of areas including inbound call handling, outbound collections, and email, lettering, and text campaigns.
Manage and manipulate large data sets using a variety of software packages.
Regularly audit datasets and analysis for accuracy.
Present key findings to various levels within company.
Perform ad-hoc queries and create ad-hoc reports to support analysis, marketing, and operational areas.
Interact with various business unit managers, outside vendors, and consultants.
Develop operational forecasts and key performance metrics to ensure proper staffing, improved management controls, and enhanced performance.
Examine report variances and provide input to management for process improvement.
A Bachelor’s degree in Business, Economics, Finance or related field or equivalent experience.
Minimum of 3 years of analytical experience preferably in a production or call center environment.
Demonstrated experience in forecasting, variance analysis, and test and control environments.
Extremely proficient in the use of Excel, Access, or other database software.
Experience with MS SQL Server, HTML, .Net, SAS, and similar software is preferred.
Proficient in SQL query creation and development.
Project management experience preferred.
Strong quantitative and analytical skills
Must possess high attention to detail, strong organizational skills, and quantitative and analytical thinking ability.