Campaigns and Dialer Reporting Analyst

at  Goeasy

If you are looking to join one of Canada’s fastest-growing companies, goeasy is the place for you! Certified as a Great Place to Work®, recognized as Canada’s Most Admired Corporate Cultures, the GTA’s Top 100 Employers, one of Canada’s Top 50 Fintech’s and North America’s Most Engaged Workplaces - we want the best and brightest to join our team!
Our LendCare subsidiary is seeking to hire a Campaigns and Dialer Reporting Analyst to help support the overall dialing operations for our sales, customer service and collections departments. Our ideal candidate is an action-oriented and passionate leader with exceptional expertise in the complex, multi-dimensional components of contact center support functions, including reporting and analytics and campaign management and dialer operations efficiency.

Responsibilities:

• Demonstrate leadership, knowledge, and application of industry call center support processes, Dialing operations, KPIs and Campaign Management experience
• Day to day management of the respective teams to develop and maintain operational programs to meet business objectives such as list management, dialer effectiveness and maximizing RPCs and ultimately sales and collections activity
• Partner with our data and BI teams to develop dashboards and reports that measure the campaign and dialer scorecards
• Build and maintain dashboards and reporting to measure the effectiveness of each campaign and communication method (SMS / Voice / Email) within the various risk groups
• Establishes, monitors, and maintains current and future operational policies and procedures
• Participate in business reviews and help drive discussions to identify and improve outcomes

REQUIREMENTS:

• 3-5 years’ experience in a contact centre platform and in a business enablement support role (Workforce planning, Business Analytics, Quality and Training)
• Familiarity with SQL queries
• Advanced knowledge of Microsoft Excel- Pivot Tables, data tools, conditional formulas, index/match, vlookup, VBA
• Working knowledge of Call Centre Technology (Dialer, IVR, Reporting)
• Experience in financial services is an asset but not mandatory
• Experience with process engineering to positively impact the bottom line
• Hands-on experience successfully navigating the growing complexity of a fast-growing business
• Strong understanding of organizational development, policy development, and people practices
• Ability to think critically and apply rigour yet move with the pace of a high growth organization
• Ability to communicate with all levels of retail and corporate management
• Excellent writing skills with attention to detail and accuracy, as well as the ability to meet critical deadlines in a timely and effective manner
• Full-time availability with the ability to work in our head office in Pickering, ON

ABOUT US:

We are a publicly-traded company on the TSX with over 4000% shareholder return since 2001. Accredited by the Better Business Bureau, goeasy Ltd is a Canadian company that provides non-prime leasing and lending services through easyhome, easyfinancial and LendCare. We offer a wide variety of financial products and services including lease-to-own merchandise, unsecured and secured installment loans, direct-to-consumer auto loans, and point-of-sale financing to merchants in the powersports, automotive, retail, home improvement, and health sectors.
LendCare Capital Inc., a wholly-owned subsidiary of goeasy Ltd., is a Canadian point-of-sale consumer finance and technology company, which enables over 10,000 businesses to increase their revenue by providing full credit spectrum financing at the point-of-sale. For over a decade, LendCare has cleared a path to providing fast, reliable, and affordable financing options for the powersports, automotive, retail, home improvement, and health sectors, while processing over $10 billion in loan applications to date. With a dedicated team of finance experts and well-established partnerships with merchants, dealerships, and brokers, LendCare bridges the gap between credit score and customers living their best life.

• Demonstrate leadership, knowledge, and application of industry call center support processes, Dialing operations, KPIs and Campaign Management experience
• Day to day management of the respective teams to develop and maintain operational programs to meet business objectives such as list management, dialer effectiveness and maximizing RPCs and ultimately sales and collections activity
• Partner with our data and BI teams to develop dashboards and reports that measure the campaign and dialer scorecards
• Build and maintain dashboards and reporting to measure the effectiveness of each campaign and communication method (SMS / Voice / Email) within the various risk groups
• Establishes, monitors, and maintains current and future operational policies and procedures
• Participate in business reviews and help drive discussions to identify and improve outcome