JPMorgan Business Analysis Specialist III - Dialer Operations 

United States, Florida, Tampa 

555824719

Job description

• The Business Analysis Specialist is primarily responsible for managing the CCB Collections auto-dialer on a daily basis to include the seamless execution of existing strategies.
• Additionally, this individual will be responsible for analyzing key performance data in an effort to enhance processes and related metrics aligned to the collections autodial outbound and inbound functions as they relate to business objectives and goals.
• The individual in this role has direct responsibility for the execution of call center technologies and initiatives such as auto-dialer and call telephony technologies.
• This individual will work with suppliers/business partners to facilitate operational issue resolution and root cause analysis, implementation of hardware/software upgrades, technical integrations, and strategies.
• The Specialist will act as business liaison with multiple CCB Collection sites and functions within the existing process ownership structure.
• Support staff by executing against new and existing strategies.
• Analyze key performance data to enhance processes associated with Inbound and Outbound functions as it relates to business objectives and goals.
• Identify opportunities where data in emerging technologies can be implemented to enhance performance within the collection centers.
• Provide quality service to our customers by continuous communication.
• Complete ad-hoc projects as assigned.

Required qualifications, capabilities, and skills

• Strong analytical skills with the ability to articulate findings around variance explanations and present process improvement recommendations
• Excellent team player, good communication and presentation skills
• Strong organizational and time management skills
• Ability to communicate effectively with all levels of leadership
• Excellent verbal and written communications skills
• Highly detail oriented with ability to work on multiple projects/tasks simultaneously
• Proficient in navigating and/or managing documents using Excel, PowerPoint, SQL, etc.

Preferred qualifications, capabilities, and skills

• Multitasker
• Attention to detail
• Willing to learn and fast learner