Campaign and Dialer Reporting Analyst

2 weeks ago

Mississauga, Ontario, Canada goeasy Full time

Embark on a journey with one of Canada's fastest growing companies – welcome to goeasy We have been honored with recognitions such as Waterstone Canada's Most Admired Corporate Cultures, the 2022 Report on Business Women Lead Here, Report on Business for Canada's Top Growing Companies and TSX30 as one of the best performing companies on the TSX. We've also received the Greater Toronto Top Employers Award and certified as a Great Place to Work. We're on the lookout for the best and brightest to join our team

Our vision is to provide everyday Canadians a path to a better tomorrow, today. As one of Canada's leading non-prime consumer lenders, we offer a full suite of products including non-prime leasing, unsecured and secured loans as well as point-of-sale-financing though easyhome, easyfinancial, and LendCare.

goeasy is hiring a Campaigns and Dialer Reporting Analyst (National Shared Services Center) to help support the overall dialing operations for our sales, customer service and collections departments. We're looking for a dynamic individual with expertise in contact center support functions, including reporting, analytics, campaign management, and dialer operations efficiency.

Reporting to the Senior Manager of Dialer Operations and Campaigns, you'll play a pivotal role in shaping and influencing the maturity and performance of these functions, ensuring an exceptional customer experience. If you thrive in a fast-paced, high-growth environment where you can drive process and departmental improvements, this role is for you

What will you be doing?:

  • Demonstrate leadership and knowledge in call center support processes, dialing operations, KPIs and campaign management
  • Manage teams to develop and maintain operational programs, optimizing list management, dialer effectiveness, and maximizing sales and collections activity.
  • Collaborate with data and BI teams to create dashboards and reports measuring campaign and dialer performance.
  • Establish ongoing processes with IT/external vendors to support new campaign development.
  • Foster a culture of continuous learning, employee development and innovation.
  • Act as a key knowledge resource and functional lead representing the call center to internal stakeholders.
  • Build and maintain dashboards to measure the effectiveness of each campaign and communication method within various risk groups.
  • Monitor and maintain current and future operational policies and procedures.
  • Lead large projects, contributing to the growth and scalability of operations over time.
  • Participate in business reviews and drive discussions for identifying and improving outcomes.

What experience do you have?:

  • University/College degree with a Business focus; a post graduate degree/designation
  • 2-3 years of prior Call Centre Experience is desired
  • Prior experience in an 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
  • 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
  • Critical thinking skills with the ability to move at the pace of a high-growth organization
  • Excellent communication and writing skills with attention to detail and accuracy, meeting critical deadlines in a timely and effective manner

We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.

Internal Applicants: please apply through the link and provide written endorsement from your current manager.

Why should you work for goeasy?

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer...

Financial Benefits:

  • Leverage our RRSP match and Employee Share Purchase Plan programs.
  • Annual bonus that rewards your hard work and dedication.
  • Employee discounts on furniture, electronics, and appliances.
  • MAT & PAT leave top-up.
  • Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health and Lifestyle:

  • Enjoy company-paid volunteer days to give back to the community.
  • Access 24/7 healthcare with Virtual Doctor Appointments.
  • Personalize your benefits with a flexible modular benefits package.
  • Stay fit and energized with exclusive access to our on-site private gym at our head office.

Employee Perks:

  • Fuel your growth with the Tuition Assistance Program.
  • Double the impact of your generosity with Company Matched Charitable Donations.
  • Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
  • Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more

Diversity, Inclusion, and Equal Opportunity Employment:
At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information:
All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.

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