Production Analyst
Company: Seneca Resources
Location: norfolk
Posted on: May 3, 2021
Job Description:
Position Title: Production Analyst
Location: Norfolk, VA
Position Status: Direct Hire
Salary: Negotiable
Shift: Monday - Friday (8am to 5pm)
Position Summary:
The Production Analyst will be primarily responsible for day to day
operation of calling campaigns for Core, Legal and subsidiary
businesses. The Production Analyst will complete daily operational
reporting for the business, analyze reporting to determine
effectiveness of calling campaigns and work with the business on
developing new reporting that is beneficial for analyzing campaign
and collector performance. The Production Analyst will also work on
projects to enhance internal systems to achieve strategic
goals.
Key Responsibilities (other duties may be
assigned):
- Maintain accurate and up-to-date reporting on all production
related portfolio reports, including, but not limited to: Portfolio
Quantity, last call date, Direct Checks per hour, Amount of Direct
Checks, time of day Portfolio called, and Contacts.
- Determine and recommend proper scheduling for automated dialer
campaigns and inward staffing levels.
- Monitor and work closely with dialer managers, center Assistant
Vice Presidents, and Operations Senior Staff to review real time
performance, current staffing levels based on team, group, office,
time of day, day, and week.
- Prepare statistical reporting and productivity accounting for
activities, including, but not limited to: graphs and other types
of statistical analysis for all required performance
information.
- Identify weaknesses within developed productivity models and
report data information to Managers or Supervisors of that team,
group, or department.
- Track and trace specific employee performance as related to
production or scheduling upon the request of Senior Management.
Record and report such findings to the assigned Senior Manager
requesting such actions.
- Work with Operations Staff and Training Department to
understand system issues and serve as the liaison between
Operations and IT department.
- Work with Operations Staff and Training Department to
understand system development changes; document the changes as
needed; and serve as liaison between Operations and IT department
to ensure full successful rollout following the Systems Document
Methodology process in place.
- Participate in all required training for automation, dialer,
production and statistical software, and telephone systems; and
training for Fair Debt Collection Practices Act/Fair Credit
Reporting Act (FDCPA/FCRA) and other legal aspects of collection
procedures.
- Responsible for ensuring compliance with applicable laws,
regulations and company policies across areas of organizational
responsibility.
Professional Experience/Qualifications:
- High School Diploma or G.E.D. required.
- 2-3 years demonstrated experience in collections of charge off
debts or maintaining operational performance levels within an
in-bound and/or out-bound contact center.
- 4+ years experience in the understanding and functioning of
system production equipment, telephone systems, performance
monitoring software and the importing and exporting of spreadsheet
data preferred.
- Possesses understanding of SQL and Oracle Databases.
- Strong written and verbal communication, and attention to
detail orientation are required.
- Candidates must be available and flexible to work evenings and
weekends per business need.
Work Environment:
The noise level in the work environment is usually moderate as the
employee works in a call center, in an individual work station,
using telephone, headset and computer. Employee may be required to
work evenings and weekends. Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential
functions.
Keywords: Seneca Resources, Norfolk , Production Analyst, Other , norfolk, Virginia
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