Your role in our mission
Prosper is looking for a flexible and detail-oriented individual with experience managing both inbound and outbound contact center systems across multiple lines of business (sales, service, investor, credit risk, collections, etc.). Within the Communications Channels team, this administrator will be responsible for acquiring, configuring, and routing/skilling toll-free numbers (TFNs), managing dialer systems, and optimizing all voice channel operations. The ideal candidate will have hands-on experience developing call/work routing strategies and outbound calling campaigns while maintaining key performance indicators (KPIs) and ensuring compliance across each team/organization. This position will have heavy reliance on cross-functional relationships to forecast workflows/volumes and ensure appropriate interval staffing/scheduling to maintain aggressive KPIs in the pursuit of a peerless Customer Experience.
Oversee the relationship with NICE cloud-based contact center vendor (CXone/LiveVox)
Manage dialer/IVR software upgrades and integrations with other systems
Conduct regular maintenance/updates to ensure systems are running smoothly
Vet and test the connection of CXone/LiveVox with various platforms used to service the contact center (e.g., call recording software)
Support real-time monitoring and routing practices along with communication channels in the operations centers to ensure dynamic management of service levels
Create call scripts that use smart routing and data from internal data sources to ensure minimal dials by customers to arrive at the correct Prosper department
Manage and maintain all outbound calling systems and settings
Optimize dialing lists, campaign schedules, and call routing based on business requirements
Implement and manage call recording, monitoring, and reporting functionalities
Collaborate with Legal & Compliance teams to ensure contact strategies comply with all applicable laws, regulations, and company policies including audit support
3+ years experience as a Dialer Administrator or in a similar contact center role, or 2+ years with a Bachelor's degree.
Knowledge of standard call center applications and systems, including IVR, ACD, and dialer technologies
Experience with NICE’s CXone or LiveVox platform strongly preferred
Experience with LiveVox/NICE and non/voice technology integrations preferred (Zendesk or various Chat/Chatbot functions)
Work collaboratively with internal and external organizations and business partners
Multi-tasker with strong attention to detail
Strong analytical, reasoning, and reporting skills
Ability to work a flexible schedule to meet business and workgroup needs
Demonstrated success working in a fast-paced, dynamic work environment
A hybrid connection: We believe in the "best of both worlds" - a hybrid environment (2 days/week in our PHX office) that balances high-touch collaboration with the flexibility of remote work.
Invested in your future: A competitive salary and a 401(k) with a 5% company match to help you build long-term financial security.
Holistic well-being: We provide the resources you need to thrive, from flexible time off and paid parental leave to an annual wellness allowance and comprehensive health coverage.
Professional & personal growth: Take advantage of a suite of premium perks, including Udemy access, childcare assistance, pet insurance, and a bevy of additional savings through Beneplace.
