Call Center Technology Analyst
Encore Capital Group
San José, Provincia de San José
hace 2 días

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families.

We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.

If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

This role is responsible for overseeing the day to day operations of the predictive dialer and call monitoring application including research, optimization, reporting and troubleshooting across multiple sites.


Controlling dialer builds, refreshing tables, monitoring floor operations for dialer performance and working with operations to optimize calling the best accounts at the best time.

Add / Change / Delete users on call center systems.

Proactively monitors systems and works to assess and correct potential problems before they result in downtime or decreased efficiency.

Observe call center technology to conduct analysis and make observations to improve technology and / or processes. Supporting Call Center Analytics strategic initiatives.

Provides statistical data and generate reports to Managers and analysts, enabling them to make more informed business decisions.

Serves as a contact point for system questions, assess business needs, deployment of and problems to ensure that management is informed of functionality issues that arise.

Act as a liaison between MCM management and software companies to ensure proper functionality of the technical systems.

Requirements :

  • 18 years old.
  • High School Diploma (Preferred Bachelor's Degree in Business Administration, Industrial Engineering or related field).
  • English : B2+ (Fluent).
  • Proficiency or advanced Excel knowledge.
  • Workforce Management experience.
  • Proficiency with MS Office .
  • Nice to have : SQL knowledge.

    What We Offer

    We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

    Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.

    We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

    All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

    Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company.

    Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status or disability status.

    Where applicable, will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and / or interview process, as well as to perform essential job functions.

    Please contact us to request more details of the role at reclutamientocrm.

    Apply Now

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