Assist in the delivery of target-state outbound contact platforms while providing operational stability for enterprise-wide Operations.
Requires critical thinking, thoughtful analysis and collaboration to ensure seamless execution.
Supports the development and delivery of target state outbound channels such as: Auto and manual dialing platforms to include campaign management tools, ensuring TCPA and other regulatory requirements are met (i.e. best time to call, call frequency, etc.). Other platforms in scope include Outbound IVR, Texting messaging alerts and SMS.
Drives and supports continuous improvement opportunities of said processes and systems, conduct research and analysis in order to delivery of high quality business process solutions and professional technical services to solve business problems and introduce these solution-sets and to business executives.
Supports the delivery large to extra-large complex cross functional business and IT initiatives and ensure feature-sets are aligned to their business cases, understood and delivered on time. Post implementation analysis related to tuning opportunities and benefit optimization is also required.
Requirements: The qualified candidate will possess: Bachelor's degree or equivalent experience/training. Master preferred. Experience with process analysis, design and management, process improvement, and activities including financial, customer, and operational performance measurement. Demonstrate excellent analytical rigor and logical thinking with a continuous process improvement mindset. Ability to synthesize information across multiple platforms, systems, and organizations. Ability to creatively problem-solve and design integrated business process/technology solutions through analyzing and decoding complex, ambiguous operational and system environments. Must be able to drive improvement opportunities through leadership alignment and execution to an the desired end state Strong understanding of Contact Center practices and technology across multiple lines of business preferred Ability to champion change and influence people to adopt new ways of performing work by demonstrating effectiveness in interpersonal, verbal and written communication skills. Able to succinctly communicate complex concepts and adjust delivery according to the audience across all levels of the organization Must possess willingness and ability to learn and apply new skills and knowledge on a continuous basis Strong working knowledge of Microsoft office, including Power Point, Excel, Visio, Microsoft ProjectChase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
