Support Analyst - Contact Center

Responsibilities

• Generate, maintain, validate, and distribute daily, weekly, monthly, and portfolio operational reports supporting Contact Center performance, client portfolio management, and incentive compensation programs
• Compile, analyze, and monitor key performance indicators (KPIs) including collection performance, recovery rates, promise-to-pay fulfillment, right-party contacts, productivity metrics, service levels, and quality measures
• Ensure the accuracy, integrity, and consistency of all reporting data prior to distribution to leadership teams and clients
• Identify trends, anomalies, risks, and reporting discrepancies, providing analysis and recommendations to management for corrective action or process improvement
• Bonus Program Support:
• Collaborate with management to define, document, maintain, and update incentive compensation methodologies, performance thresholds, and reporting requirements
• Prepare bonus eligibility reports by agent, team, and department based on established performance metrics
• Maintain historical records of all bonus-related reports for audit and compliance purposes
• Technology & Tools:
• Develop and improve reporting tools, dashboards, and automated processes to streamline data collection and report generation
• Utilize reporting platforms (e.g., Phoenix Reporting, Excel, Power BI, or similar tools) to produce clear and actionable performance reports
• Evaluate current reporting procedures and recommend improvements to increase efficiency and accuracy
• Collaboration & Support:
• Work closely with the Contact Center Operations Manager on ongoing department projects related to performance tracking and incentive programs
• Aid in internal audits related to collections statistics and compensation data
• Provide analytical support for special projects, including system conversions, mailings, and month-end reporting cycles

Requirements

• Degree in Accounting, Finance, Statistics, Business Administration, or equivalent combination of education and relevant experience
• Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks
• Strong analytical skills with the ability to interpret large data sets and translate them into meaningful reports
• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, formulas, charts); experience with Power BI or similar reporting tools is a plus
• Knowledge of collections metrics, loan calculations, and contact center performance indicators
• Must be accurate, detail-oriented, and possess excellent organizational skills
• Able to manage multiple tasks and meet tight deadlines in a fast-paced environment
• Ability to read, write, and speak English fluently; bilingual (English/Spanish) is a plus
• Able to react to change productively and handle additional tasks as assigned

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retailment Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Parental Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources