Full-Time Telephony Operations Analyst

We are looking for a customer-focused Telephony Operations Analyst to improve the digital home loan experience. You will own specific platform functionality (e.g., AWS Connect), driving product delivery and user outcomes.

Key Responsibilities:

1. Collaborate with stakeholders (customers, brokers, internal teams).
2. Act as a bridge between Engineers and Designers to ensure smooth AWS telephony system operation.
3. Lead User Acceptance Testing (UAT) for new features and bug fixes.
4. Analyze data, identify trends, and drive informed decisions.
5. Implement and optimize telephony configurations for seamless operations.
6. Partner with the Centre of Excellence team on the product roadmap for technical implementation (inbound queue routing, call file setup).
7. Leverage Salesforce for analyzing business drivers and trends.
8. Maintain seamless operations using AWS telephony expertise.
9. Dive into data, identify trends, and share actionable insights.

Qualifications:

• 5+ years in telephony operations, 3+ years with AWS or similar systems.
• Call center experience (preferred)
• Home loans, finance, or banking knowledge (a plus).
• Proficiency in Workforce Management systems and data analysis tools.
• Strong collaboration skills and ability to align priorities across departments.
• Experience with analytics, consumer funnels, or complex digital transactions.
• Results-driven mindset to thrive in a fast-paced environment.

Benefits at Lendi:

• Flex-first work environment
• Health insurance (HMO) for you & 1 dependent
• Health & wellness programs
• Generous leave (30 total leaves - 25 Annual/Vacation, 5 Sick)
• WFH allowances
• Life insurance (Day 1)
• Fixed weekends off (Mondays-Fridays)
• Training and career progression opportunities
• Monthly social clubs
• Government mandated benefits (SSS, Philhealth, Pag-ibig)

Flex-first Requirements:

• Stable internet connection (minimum 25mbps)
• Dedicated workspace (table & chair)
• Lendi provides equipment (laptop, monitor, mouse, keyboard, headset, laptop riser)

What is the last date for applying to the job?

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