Senior Dialer Analytics & Operations Lead

SoFi; Jacksonville (FL); On-site; USD 85,000 - 125,000; Full time

Job summary

SoFi in Jacksonville, FL is seeking a Senior Dialer Analyst to support outbound/inbound dialer operations for Personal Loans, Credit Cards, and Loan Origination Outreach. You will drive dialer efficiency, implement improvements, and work with 1LOD Business Controls.

You will monitor campaigns, build dashboards, and analyze metrics to optimize performance while ensuring compliance with FDCPA, Reg F, TCPA and applicable state laws. This role emphasizes collaboration and data-driven decision making.

Qualifications

• Experience analyzing complex data sets to identify trends and performance gaps.
• Knowledge of outbound collection regulations (FDCPA Reg F, TCPA, state laws).
• Strong written and verbal communication for senior management reporting.
• Ability to work independently and manage multiple projects.

Responsibilities

• Manage daily dialer operations, ensuring campaigns start on time and meet targets.
• Identify and resolve technical issues with IT/Telephony teams.
• Create dashboards to track metrics and validate calling strategies.
• Ensure dialing activities comply with FDCPA, Reg F, TCPA and state laws.
• Collaborate with business partners to plan staffing and initiatives.

Skills

Data analysis

Tableau

SQL

Communication

Project coordination

Education

Bachelor's degree in Telecommunications/IT or related field

5 years of relevant technical experience in lieu of a degree

Tools

Genesys Outbound Dialer

Job description

SoFi in Jacksonville, FL is seeking a Senior Dialer Analyst to support outbound/inbound dialer operations for Personal Loans, Credit Cards, and Loan Origination Outreach. You will drive dialer efficiency, implement improvements, and work with 1LOD Business Controls.

You will monitor campaigns, build dashboards, and analyze metrics to optimize performance while ensuring compliance with FDCPA, Reg F, TCPA and applicable state laws. This role emphasizes collaboration and data-driven decision making.