Telephony Operations Analyst
Telephony Operations Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
We are looking for a customerfocused Telephony Operations Analyst to help us deliver the worlds best digital home loan experience.
In this role you will take ownership of specific platform functionality such as our telephony system AWS Connect leading the delivery of product to improve user outcomes; work alongside our Design team to research best practice and drive data driven decision making with stakeholders. While this is a senior role within the business we cannot stress enough that this is a handson fastpaced position where the successful applicant will lead by example and retain ongoing product ownership.
What you will be doing:
- Collaborate with stakeholders across customers brokers and internal teams.
- Be the bridge between Engineers and Designers to keep our AWS telephony system running smoothly.
- Lead User Acceptance Testing (UAT) for exciting new features and bug fixes.
- Analyse data identify trends and drive informed decisions.
- Implement and optimise telephony configurations for seamless operations.
- Partner with the Centre of Excellence team on the product roadmap ensuring smooth technical implementation (e.g. inbound queue routing and call file setup).
- Leverage Salesforce to analyse key business drivers and trends.
- Use AWS telephony expertise to maintain seamless operations.
- Dive into data identify trends and share actionable insights with the management team.
Qualifications :
What you will bring:
- 5 years in telephony operations and 3 years with AWS or similar systems.
- Call center experience (preferred) and knowledge of home loans finance or banking (a plus).
- Proficiency in Workforce Management systems and data analysis tools.
- Strong collaboration skills to align priorities across departments.
- Experience with analytics consumer funnels or complex digital transactions.
- A resultsdriven mindset to thrive in a fastpaced environment.
Additional Information :
Whats in store for you at Lendi
- Flexfirst (Work from home)
- Health Insurance (HMO) for you & 1 free dependent
- Health & wellbeing programs
- Generous amount of leaves (total of 30 leaves 25 Annual/Vacation leaves (VLs) & 5 Sick Leaves (SLs)
- Extra allowances will be given for WFH setup such as internet subsidy
- Life insurance effective on Day 1
- Fixed weekends off! (Mondays to Fridays only dayshift)
- Access to training and opportunities for career progression/promotion
- Fun & exciting monthly social clubs at the moment done virtually
- Government mandated benefits are provided SSS Philhealth & Pagibig.
& many more!
How to Flexifirst:
- You must have a stable fixed internet connection (minimum 25mbps)
- An ample working space with office table and chair is also required.
- Lendi will provide you with your equipment such as a laptop extra monitor mouse keyboard headset & laptop riser.
#LISS1
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
