Job type full-time number of hires for this role 1
Us work authorization (preferred)
Full job description
The workforce & dialer manager (wfdm) is responsible for the call center dialer and workforce management platforms used by multiple lines of business and is accountable for overall system performanceThe wfdm serves as an escalated point of contact for call center dialer and workforce management needs and supports the duties of the contact center workforce and dialer analystExperience with workforce management, contact center scheduling over various queues, locations and time zones is a must.
A technical background, project management, dialer management, call center scheduling, and analytical skills are critical for this position.
1Responsible for the call center dialer platforms used by multiple lines of business (origination & servicing call centers)This includes gathering requirements from business for new dialer configurations (campaigns, rules, policies, etc.) as well as continued maintenance.
2Collaborate closely with business stakeholders to identify and implement contact center process improvements, operation efficiencies, and cost saving initiatives.
3Responsible for the implementation, testing, roll out, and administration of workforce management (wfm) platform to the call center.
4Provide thorough analysis of logging to track down longstanding issues and bugs found in the contact center and the in-house crm.
5Assist the contact center workforce and dialer analyst continuously to create reporting using historical data to be viewed by upper management based on their requests
6Adapt quickly to new tcpa compliance laws surrounding contact center operationThis includes working with both the platform and software engineering teams to provide a solution that keeps the outbound contact center in compliance.
1Must work well under pressure, meeting multiple and sometimes conflicting deadlines.
2Must have demonstrated ability to collaborate and work well with others.
3Demonstrated ability to achieve goals.
4Excellent verbal and written communication and listening skills.
5Listening and critical thinking abilities are necessary to be successful in this role.
6Ability to think abstractly, break down problems into individual issues and resolve them with ease.
7Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience.
8Knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry.
9Good business writing and math skills.
10Analytical and organized.
11Strong pc skillsMust be proficient in ms windows, ms outlook and ms office suite.
12Experience with calabrio workforce optimization suite is a plus.
13Experience with genesys pureconnect and cloud platforms is a plus.
1Bachelor’s degree or combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions.
23+ years’ experience in one or more of the following areas: call center management, dialer management
3Minimum of (2) years of contact center dialer management.
4Genesys cloud, pureconnect, and calabrio certifications is a plus.
5Experience working in a fast-paced environment is a plus.
6Ability to work a schedule that includes some weekends and late evenings.
7Must be able to pass background investigation.
Work authorization: must be able to verify identity and employment eligibility to work in the u.s.
Other duties: this job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.
Physical demands: the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this jobReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsMust be able to lift up to ten poundsPrimary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange informationVision: see in the normal visual range with or without correctionHearing: hear in the normal audio range with or without correction.
Job type: full-time
Paid time off
8 hour shift
Monday to friday
How many years of genesys?
How many years in contact center management?
How many year in dialer management?
Work location: remote