Senior Manager, Dialer and Workforce Optimization

7 days ago


Atlanta, Georgia, United States CarMax Full time
About the Role

The Senior Manager, Dialer and Workforce Optimization will be responsible for leading the Dialer and Workforce Management teams for the CarMax Auto Finance contact center by guiding the team to reach solutions for complex problems. This role oversees Dialer administration & functionality, optimizing dialer strategy, optimizing scheduling, overseeing, and providing productivity reporting for over 400 Associates.

Key Responsibilities
  • Building World Class Dialer and Workforce Management teams that optimize overall performance and successful Contact Center operation.
  • 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.
  • Ensuring effective schedule creation for Contact Center Associates including start time, breaks, lunches, and meetings to maximize performance efficiencies and effectiveness.
  • Managing dialer strategy and performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPIs are surpassed.
  • Supporting managers in executing dialer strategy for a variety of departments.
  • Overseeing Managers managing daily campaign strategies and ensuring campaign loads are penetrated efficiently and effectively including left messages via human or virtual campaigns. Evaluating and adjusting campaign strategy based upon evaluation of performance metrics.
  • Communicating performance around both simple and complex messages around performance to various stakeholders. Responsible for development, testing, implementation, and production of daily business reporting.
  • Having a clear technical understanding of the functional areas the team supports and ensuring the team completes regular Quality Assurance monitoring of the dialer systems and processes.
  • Ensuring alignment and compliance with regulatory requirements.
  • Providing leadership, guidance, and day-to-day support for the Dialer and Workforce management teams including measurable goals and objectives for the team.
  • Identifying and implementing process improvements.
About CarMax

CarMax is a leading retailer of used cars, with over 200 locations nationwide. Our team of over 25,000 associates work together to deliver iconic customer experiences. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For.

Qualifications and Requirements
  • Bachelor's Degree in business or computer science field
  • 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.


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