Dialer & Workforce Manager

The Dialer & Workforce Manager is responsible for maximizing the effectiveness of dialer systems, scheduling, performance metrics, provides data analysis, reporting and overall operational functions for all businesses and locations within Account Servicing. The role has oversight of staffing needs and skilling of employees as necessary to provide adequate queue coverage and is responsible for administering day-to-day operations of the contact center dialer and maintaining service levels across all multi-functional areas. Oversee the Workforce Analyst and assist in analyzing real time contact center statistics to facilitate actions to meet inbound & outbound service level / sales targets. The role collaborates with necessary business partners and leadership to properly drive the right business outcomes. This role reports to the VP, Servicing Operations.

Essential Functions

• Manage, configure, and design enhancements for dialer system to optimize performance, compliance, and agent and customer experience
• Create technical designs for enhancements or refinement of integrated call center technology with a focus on outbound dialer collections and some customer service campaigns
• Perform ongoing system maintenance, research, problem resolution and on-call support, according to defined plans
• Perform or assist with integration and system testing, according to detailed test plans to ensure high-quality systems
• Works cross-functionally to deploy multi-faceted integrated design, to all Account Servicing groups
• Prescribe methodology in strict compliance with all required regulations
• Document required procedures for integrated system designs, refinements, and standard packages
• Responsible for workforce management (WFM) system implementation, configuration, maintenance, reporting and improvement for traffic within contact center
• Oversee workforce management activities, such as scheduling, intra-day and long-term forecasts, and agent real-time performance
• Identify, evaluate, and report issues and differentiate between workflow, technical, external, or staffing root causes
• Produce and conduct Business Reviews with Account Servicing leadership utilizing reporting and analysis of performance
• Develop policies and procedures for the workforce management unit

Required Education and Experience

• Bachelor’s degree in IT, Information Systems, Data Science, Computer Science, Business Analytics, or related preferred
• 2+ years of recent Five9 experience required
• 5+ years of dialer management experience in a Call Center environment
• 1+ years of experience with Call Delivery systems / IVR, as well as explaining and documenting complex data sets and/or processes
• 2+ years of workforce management / systems experience (i.e., responsible for scheduling, call volume monitoring and adjusting, determining, and communicating work schedules and resources for call queues, consulting with call operations, etc.)
• Experience in the financial services and/or collections call center environment preferred
• Five9 Certification preferred
• Certification as a Workforce Planning Professional, Contact Center Professional, Dialer Compliance Specialist, Call Center Manager, and/or Analytics Professional preferred
• Ability to establish and maintain effective working relationships at the Management level across functional groups and business units, and effectively oversee resources
• Solid project management skills including demonstrated project work
• Subject matter expert with regards to outbound dialer campaigns, the call center technology suite, and integrated endpoints
• Proficient in the utilization of Microsoft Office Suite
• Attention to detail and accuracy required
• Critical thinking skills required
• Excellent verbal and written communication skills required

Physical Demands

While performing the duties of this job, the employee is frequently required to sit, stand, walk, visualize, talk, hear, and handle or touch objects or controls. The employee may occasionally lift, push, or pull up to 20 pounds.

This position is an office-based position where you must be able to sit for long periods of time. The employee will be working on a computer 90% of the time.