AR Operations Analyst

Ar Operations Analyst

As part of the operations team, the AR Operations Analyst will track historical trends, re-evaluate strategy, create performance reporting, and develop best business practices and areas of adjustment to maximize collection efforts. Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with interdepartmental teams to achieve service level goals / business objectives for a multi-site operation. Maintain constant communication with leadership teams to coordinate needed staffing adjustments based on current and forecasted results. Generates and evaluates staffing schedules and ensures data updates into scheduling system. Provide daily/intra-day performance reports to leadership team. Other related duties as assigned. Works closely with the asset recovery leadership team to accomplish SSFCU objectives. Ensures agent productivity by handling call volume, staffing, and scheduling adherence for the asset recovery call center locations. Monitors closely with the lines of business and the rest of the strategy team to meet service level objectives. Responsible for the day-to-day administration and monitoring associated with technology applications, a predictive dialer system, and assists in the planning, implementation, maintenance, and monitoring of all dialer systems. Responsible for campaign maintenance, the upkeep, and changes to the dialer systems, and coordinating changes with asset recovery collections manager, senior management, and ET. Ensures that all workforce management tools, and other operational processes are maintained and productive. Able to troubleshoot system related issues, understanding all business rules and configurations. Researches, identifies, and escalates ideas and proposals for more effective calling missions. Prepares and distributes various reports and reports successes or failures. Defines and reports on metrics to measure performance activities, addressing, and correcting deficiencies where necessary.