Job Title: Business Systems and Analytics Manager
Location: Delray Beach, FL
Compensation: Starting at $70,000 per year based on experience
Schedule: Monday–Thursday, 9:00 AM–5:00 PM; Friday, 9:00 AM–3:00 PM
POSITION SUMMARY:
DebtResolvePro is seeking a Business Systems & Analytics Manager to oversee the technology platforms, operational reporting, CRM administration, dialer optimization, and business analytics that drive our organization.
This role combines operational technology management with business analysis. The ideal candidate understands how data, systems, and processes work together to improve sales performance, operational efficiency, financial reporting, and customer experience.
This is not a software engineering or help desk position. We are looking for a business-minded technology professional who enjoys solving operational problems through system optimization, reporting, automation, and analytics.
KEY RESPONSIBILITIES:
Business Systems Administration
- Serve as the primary administrator for Convoso, Zoho CRM, and Zoho Analytics.
- Manage user accounts, permissions, workflows, system configurations, and platform integrations.
- Maintain CRM data integrity and ensure accurate reporting across business systems.
- Troubleshoot system issues, coordinate with vendors, and implement system enhancements.
- Identify opportunities to automate workflows and improve operational efficiency.
Dialer Platform Administration & Optimization
- Serve as the primary administrator and subject matter expert for the Convoso platform.
- Manage user access, agent seats, campaign configurations, skills-based routing, and automated workflows.
- Design, implement, and optimize outbound dialing strategies to maximize agent productivity, talk time, and lead conversion.
- Monitor overall dialer performance, system utilization, and operational efficiency.
- Troubleshoot dialer configurations, lead delivery issues, and platform performance.
Campaign & Lead Management
- Manage lead imports, segmentation, list scrubbing, prioritization, suppression management, and recycling strategies.
- Ensure lead data is utilized efficiently while minimizing lead fatigue and maximizing contact rates.
- Partner with Marketing and Operations to evaluate lead quality, campaign performance, and conversion metrics.
- Continuously refine dialing strategies based on campaign performance and business objectives.
Real-Time Performance Monitoring
- Monitor live contact center metrics including contact rates, abandonment rates, drop rates, wait times, and answering machine detection.
- Adjust dialing ratios, pacing, routing, and campaign settings based on real-time operational performance.
- Identify trends, operational bottlenecks, and opportunities to improve productivity and agent efficiency.
- Support Sales Leadership with real-time recommendations to maximize campaign effectiveness.
Reporting & Business Analytics
- Develop, maintain, and analyze daily, weekly, and monthly operational dashboards and reports within Zoho Analytics.
- Track key performance indicators including contact rates, conversion rates, agent productivity, lead performance, and campaign effectiveness.
- Translate operational data into actionable recommendations for leadership.
- Build dashboards that provide visibility into business performance and support strategic decision-making.
- Identify trends and opportunities for continuous improvement through data analysis.
Compliance & Caller ID Management
- Monitor caller ID reputation and implement strategies to reduce "Spam Likely" and blocked call designations.
- Ensure dialing operations comply with TCPA, FCC regulations, STIR/SHAKEN requirements, and company policies.
- Partner with leadership to maintain compliance standards and operational controls.
Process Improvement & Cross-Functional Collaboration
- Partner with Sales Leadership to align dialing strategies with staffing levels, performance goals, and business objectives.
- Work closely with Marketing, Operations, and Leadership to improve business processes and system utilization.
- Communicate technical concepts and system recommendations to non-technical stakeholders.
- Identify opportunities to streamline workflows through automation, reporting enhancements, and system improvements.
- Train employees on system functionality, reporting tools, and best practices.
QUALIFICATIONS:
Required
- 3+ years managing business systems, CRM platforms, or operational technology.
- 2+ years hands-on experience with Convoso or similar outbound dialer platforms.
- Experience administering CRM systems (Zoho preferred).
- Advanced Excel skills including Pivot Tables, XLOOKUP/VLOOKUP, formulas, and reporting.
- Strong analytical and problem-solving abilities.
- Experience building dashboards and operational reports.
- Excellent organizational and communication skills.
Preferred
- Experience within debt settlement, fintech, commercial finance, or call center operations.
- Knowledge of TCPA, FCC regulations, and STIR/SHAKEN.
- Experience with Zoho Analytics or other BI tools.
- Familiarity with SQL or database reporting.
- Experience with API integrations and workflow automation.
- Understanding of financial reporting and business metrics.
BENEFITS:
- Medical, Dental, Vision, STD & LTD Insurance
- Paid Time Off and Holidays
- Opportunities for Growth and Advancement
- Collaborative Team Environment
- Early Friday departures!
Job Type: Full-time
Pay: From $70,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Have you ever been terminated (by mutual agreement or not), asked to resign from a job, or given the choice to resign rather than being terminated? If yes, please explain the circumstance?
- Desired Salary:
Experience:
- Excel modeling: 2 years (Required)
- Zoho Analytics: 2 years (Required)
- Convoso: 2 years (Required)
Location:
- Delray Beach, FL 33445 (Required)
Work Location: In person
