Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Summary:

Our Customer Contact Analyst is responsible for managing the dialer system and ensures that all call centers operate effectively and efficiently. This is achieved through proper monitoring of the campaigns and allocation of resources. A great understanding of reporting tools and call center metrics are critical in this role.

Job Responsibilities

• Administer real-time dialer support while ensuring strategy execution and workforce goals
• Interact with department leaders and associates to maximize campaign and agent productivity
• Development and communication of dialer strategies
• Daily report preparation with KPI metrics
• Dialer management with a compliance oriented focus on outbound dialing regulations and business policies
• Testing of dialer systems and applications to assure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, & staffing levels
• Knowledge and experience using a dialer system preferably Genesys and Alvaria

Qualifications and requirements

• High school diploma/GED
• High volume call center experience preferred
• Proficient in Microsoft Office Suite
• Proficient in Genesys Administrator preferred
• Data analytics and report building experience with programs such as Tableau

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons