Concord Servicing Corporation
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at Concord Servicing Corporation
Reviews, analyzes, and evaluates business systems and user needs. Documents requirements, defines scope and objectives, and formulates systems to parallel overall business strategies. Possesses expertise in Customer Service and Collections, as well as an understanding of the organization’s systems and capabilities. Educates on the direction of the business. Utilizes understanding of both business process and technical capabilities to implement solutions to the more complex business needs/problems.
MAJOR DUTIES AND RESPONSIBILITIES
Design/Analyze complex reports to satisfy management requirements and influence strategic decisions for the Contact Center.
Analyze and document existing processes; recommend process improvements.
Acts as advisor or coach to new or lower level personnel in the business processes and procedures of the Contact Center.
Identify new techniques, technologies and concepts that can add value to the Contact Center.
Engage with the business user teams to understand pain points and solution issues in alignment with Contact Center teams and process improvement and standardization.
May be responsible for resource management and allocation of work within the department.
Perform other duties as required
Skill / Requirements
Ability to read, write, speak and understand English, bilingual in Spanish a plus
Ability to analyze and interpret data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators/metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to supervise and motivate others
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Cross-functional management skills
Knowledge of process and project management
Please submit resume via Recruiting.com site. No calls please.