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Sr. Manager, Dialer and WFM

4 months ago

Kennesaw, United States Insight Global Full time

The Senior Manager, Dialer and Workforce Management will be responsible for leading the Dialer and Workforce Management teams for the Auto Finance (CAF) contact center by guiding the team to reach solutions for complex problems. This role oversees Dialer administration & functionality, optimizing dialer strategy, optimize scheduling, oversee, and provide productivity reporting for over 400 Associates. Duties include but are not limited to ensuring front line managers are effective in overseeing and effectively managing their team’s ability to monitor and surpass KPI’s including inbound service level, abandon call rates list penetration, scheduling, adherence to schedules, dialer campaigns, contacts per paid hour and contact strategy.


Qualifications

Bachelor’s degree in business or computer science field

Experience with Automated dialer administration

Minimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center; Prior collections experience preferred.

Ability to provide leadership, direction, and support for a 6-day week operation.

Working knowledge of CMS reporting and scheduling software programs

Ability and willingness to lead change and drive accountability through sound change management.



Responsibilities

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.

Support managers in executing dialer strategy for a variety of departments.

Oversee Managers managing daily campaign strategies and ensure campaign loads are penetrated efficiently and effectively including left messages via human or virtual campaigns. Evaluate and adjust campaign strategy based upon evaluation of performance metrics.