Operations System Administrator

Your role in our missionProsper 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.How you'll make an impactOversee the relationship with NICE cloud-based contact center vendor (CXone/LiveVox)Manage dialer/IVR software upgrades and integrations with other systemsConduct regular maintenance/updates to ensure systems are running smoothlyVet 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 levelsCreate call scripts that use smart routing and data from internal data sources to ensure minimal dials by customers to arrive at the correct Prosper departmentManage and maintain all outbound calling systems and settingsOptimize dialing lists, campaign schedules, and call routing based on business requirementsImplement and manage call recording, monitoring, and reporting functionalitiesCollaborate with Legal & Compliance teams to ensure contact strategies comply with all applicable laws, regulations, and company policies including audit supportSkills that will help you thriveBachelor's degree preferred1 year+ experience as a Dialer Administrator or in a similar contact center roleKnowledge of standard call center applications and systems, including IVR, ACD, and dialer technologiesExperience with NICE's CXone or LiveVox platform strongly preferredExperience with LiveVox/NICE and non/voice technology integrations preferred (Zendesk or various Chat/Chatbot functions)Work collaboratively with internal and external organizations and business partnersMulti-tasker with strong attention to detailStrong analytical, reasoning, and reporting skillsAbility to work a flexible schedule to meet business and workgroup needsDemonstrated success working in a fast-paced, dynamic work environmentResources to help you prosperA hybrid connection:We believe in the "best of both worlds" - a hybrid environment (2 days/week in our SF 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.$54,000 - $62,000 a yearAbout Our Operations TeamRooted in our values, Prosper's Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper?About UsProsper introduced U.S. consumers to an innovative approach to personal finance as the first peer-to-peer lending platform in the country. Since 2005, Prosper has helped over 2 million customers achieve financial well-being through a comprehensive suite of digital personal finance products.Prosper's flagship personal loan* marketplace continues to offer unique value for both borrowers and investors, while the Prosper Card1 provides essential access to credit and flexibility for those managing their financial journey. Guided by its mission to advance financial well-being, Prosper is dedicated to helping people thrive by meeting people where they are with simple, trusted, and affordable financial solutions. Learn more at www.prosper.com.We're on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that's democratizing finance for all!Our ValuesDiversity expands opportunitiesCollaboration creates better solutionsCuriosity fuels our innovationIntegrity defines all our relationshipsExcellence leads to longevitySimplicity guides our user experienceAccountability at all levels drives resultswww.prosper.comOur Story & Team // Our BlogApplicants have rights under Federal Employment Laws.Family & Medical Leave Act (FMLA)Equal Employment Opportunity (EEO)Employee Polygraph Protection Act (EPPA)California applicants: please click here to view our California Consumer Privacy Act ("CCPA") Notice for Applicants, which describes your rights under the CCPA.At Prosper, we're looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn't precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren't afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.*All personal loans are made by WebBank.1The Prosper Card is an unsecured credit card issued by Coastal Community Bank, Member FDIC, pursuant to license by Mastercard International.