Sr. Telephony Analyst

Selene Finance LP; Carrollton (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Medical, Dental & Vision coverage

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Company-paid Life Insurance

Matching 401(k) Plan

Job summary

Selene Finance LP is seeking a Telephony Administrator to manage our Alvaria telephony system, develop outreach strategies, and provide analytics for performance improvement. The role requires at least three years of experience in a Contact Center environment.

Ideal candidates will possess strong skills in time management, communication, and creative problem-solving. We offer a competitive benefits package and encourage applicants who thrive in a collaborative environment to apply.

Qualifications

• Minimum of three years of experience working in a Contact Center environment.
• Experience with Alvaria Cloud; Outreach, Manager, CX Business UI.
• Direct experience in time management, attention to detail, and communication.

Responsibilities

• Manage Alvaria telephony system and dialer campaigns.
• Develop outreach lists for the Dialer Team.
• Provide analytics on key performance indicators.
• Ensure inbound service levels and maximize outbound calls.
• Communicate strategies clearly to team members.

Skills

Contact Center experience

Alvaria Cloud

Time management

Attention to detail

Verbal communication

Team collaboration

Customer-service orientation

Creative problem-solving

Job description

Selene Holdings is a multiple‑lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

Responsibilities

• Telephony administrator for Selene’s Alvaria telephony system including dialer campaign management, inbound queue management and interactive voice response unit.
• Develop daily, weekly and monthly outreach lists and priorities for the Dialer Team for daily automation builds and schedules.
• Track and provide feedback to operations management on agent, function, and investor level trends and opportunities to ensure goals are achieved and operations management has the information needed to run an efficient and effective operation.
• Make real‑time intraday adjustments to ensure inbound service levels remain in standard while maximizing outbound call attempts.
• Provide insights and analytics on drivers impacting key performance and risk indicators.
• Point of contact for internal technology team on needs and opportunities within the telephony environment.
• Create, publish or monitor reporting and analytics for the contact center.
• Assist with the creation of an operating structure capable of executing the strategy, including but not limited to data management, reporting, refining functional and technical processes.
• Continuously evolve efficient contact center solutions and departmental processes.
• Clearly communicate strategies to team members and other stakeholders.
• Establish internal controls and process observation routines to reduce regulatory errors.

Qualifications

• Minimum of three years of experience working in a Contact Center environment.
• Experience with Alvaria Cloud; Outreach, Manager, CX Business UI.
• Direct or related experience in each of the following: intellectual curiosity and ability to create a safe environment for ideation; time management; high confidentiality; attention to detail; experience in a geographically dispersed organization; creative problem‑solving; ability to multi‑task and meet multiple deadlines; strong verbal and written communication; team collaboration; customer‑service orientation; good judgment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The qualified candidate must possess direct or related experience in each of the above areas.

Benefits

• Paid Time Off (PTO)
• Medical, Dental & Vision coverage
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company‑paid Life Insurance
• Matching 401(k) Plan

Incumbents will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs.

Equal Employment Opportunity: Selene is an equal opportunity employer. All qualified applicants will receive consideration for employment.