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Dialer Manager

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The Dialer Manager is responsible for developing and executing the organization’s outreach and collection strategy. The primary goal of this position will be to increase net profitability via increased right party contacts, ensuring proper inventory coverage, agent utilization, streamlined work processes and actionable reporting. Additionally, the Dialer Manager is responsible for adherence to all current, new and proposed state, federal and investor requirements.

  • Lead and develop a team of 8-10 employees including business analysts, intraday jr business analysts and supervisor roles
  • Develop and execute on calling and contact strategies that ensure all outreach requirements are met while maintaining/increasing right party contact rates
  • Manage and optimize dialer system through design, campaign maintenance, contact lists, filters, reports and campaign strategies
  • Responsible for intraday management and monitoring of call center volume, staffing and resource placement
  • Develop a systemic approach for real-time adjustments and campaign changes to drive right party contacts and overall agent success
  • Provide ad-hoc and standardized reporting for each level of the organization
  • Develop and refine forecasted workload requirements based on organizational goals, investor requirements and resource optimization
  • Dialing software experience; Genesys, Interactive Intelligence or equivalent platforms
  • Ability to work a flexible schedule outside of typical business hours
  • Must be proficient in Excel, SQL and/or alternate business intelligence tools

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience:

Bachelors Degree (B.A.) from a four-year College or University; or five to seven years related experience and/or training; or equivalent combination of education and experience.