Workforce Manager

2 weeks ago


Kennesaw, United States Insight Global Full time

Day to Day:

  • Building World Class Dialer and Workforce Management teams that optimize overall performance and successful Contact Center operation.
  • Responsible for creating a team that assumes a high level of accountability to execute and achieve day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports, and list strategies.
  • Ensure effective schedule creation for Contact Center Associates including start time, breaks, lunches, and meetings to maximize performance efficiencies and effectiveness.
  • Manage dialer strategy, performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI’s are surpassed.


Qualifications

  • Bachelor’s degree in business or computer science field
  • Automated Dialer Experience
  • Dialer Administration Experience
  • Minimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center; Prior collections experience preferred.

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