Main purpose: Under the direction of the Director of Global Telephony, this position will be responsible for all activities that support the US and Canadian Dialer platforms and data.
Key elements:
- Develop, maintain, and optimize SAS and SQL code for reporting, analytics, and operational processes
- Analyze large datasets to identify trends, operational gaps, and performance opportunities
- Troubleshoot data issues, process failures, and reporting discrepancies across multiple systems
- Partner with operations teams to improve workflows, reporting accuracy, and business efficiency
- Communicate technical findings and operational impacts clearly to management and executive leadership
- Create and maintain dashboards, recurring reports, and ad hoc analyses
- Participate in root cause analysis and resolution of production or operational incidents
- Collaborate with cross-functional teams including IT, Operations, Compliance, and Leadership
- Document processes, business rules, and technical specifications
- Support strategic initiatives through data-driven recommendations
- Critical thinking and problem solving
- Attention to detail
- Ability to work independently and collaboratively
- Adaptability in a fast-changing environment
Required Qualifications / Experience
- Strong experience with SAS programming and SQL development
- Experience querying and manipulating large relational databases
- Experience with process improvement initiatives
- Background in collections, call center operations, or related industries is a plus
- Ability to troubleshoot complex operational and data-related issues
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to present information effectively to both technical and non-technical audiences
- Experience interacting with senior leadership and C-suite stakeholders
- Strong organizational skills and ability to manage multiple priorities
About Phillips & Cohen Associates, Ltd.
PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
