HiringCafe
Posted 6d ago

Operations System Administrator

@ Prosper
View All Jobs
Phoenix, Arizona, United States
$54k-$62k/yrHybridFull Time
Responsibilities:Oversee dialer, Configure TFNs, Monitor KPIs
Requirements Summary:Manage inbound/outbound contact center systems; configure toll-free numbers, dialers, and routing; ensure KPIs and regulatory compliance.
Technical Tools Mentioned:NICE CXone, LiveVox, Zendesk
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Job Description

Your role in our mission

Prosper 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.



Your role in our mission
Prosper 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 impact

  • Oversee the relationship with NICE cloud-based contact center vendor (CXone/LiveVox)

  • Manage dialer/IVR software upgrades and integrations with other systems

  • Conduct regular maintenance/updates to ensure systems are running smoothly

  • Vet 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 levels

  • Create call scripts that use smart routing and data from internal data sources to ensure minimal dials by customers to arrive at the correct Prosper department

  • Manage and maintain all outbound calling systems and settings

  • Optimize dialing lists, campaign schedules, and call routing based on business requirements

  • Implement and manage call recording, monitoring, and reporting functionalities

  • Collaborate with Legal & Compliance teams to ensure contact strategies comply with all applicable laws, regulations, and company policies including audit support



    • Skills that will help you thrive

  • Bachelor's degree preferred

  • 1 year+ experience as a Dialer Administrator or in a similar contact center role

  • Knowledge of standard call center applications and systems, including IVR, ACD, and dialer technologies

  • Experience with NICE’s CXone or LiveVox platform strongly preferred

  • Experience with LiveVox/NICE and non/voice technology integrations preferred (Zendesk or various Chat/Chatbot functions)

  • Work collaboratively with internal and external organizations and business partners

  • Multi-tasker with strong attention to detail

  • Strong analytical, reasoning, and reporting skills

  • Ability to work a flexible schedule to meet business and workgroup needs

  • Demonstrated success working in a fast-paced, dynamic work environment



    • About Our Operations Team
    Rooted 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 Us
    Founded in 2005, Prosper introduced U.S. consumers to an innovative new approach to personal finance called peer-to-peer lending. Twenty years later, Prosper has helped over 2 million customers achieve financial well-being through a comprehensive suite of products. Prosper’s flagship personal loan marketplace continues to offer a unique value for borrowers and investors alike. Home equity loans and lines of credit through Prosper provide homeowners a range of options and choices for tapping into the equity they’ve worked hard to build. The Prosper® Card supports people seeking access to credit and flexibility in managing their finances. Regardless of the product, Prosper is dedicated to meeting people where they are in their financial journey, in order to advance their financial well-being.

    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 Values
    Diversity expands opportunities
    Collaboration creates better solutions
    Curiosity fuels our innovation
    Integrity defines all our relationships
    Excellence leads to longevity 
    Simplicity guides our user experience 
    Accountability at all levels drives results


    Applicants have rights under Federal Employment Laws.

    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.