Campaign and Dialer Reporting Analyst

2 weeks ago

Mississauga, 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.

**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-specifi

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