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 teams ability to monitor and surpass KPIs including inbound service level, abandon call rates list penetration, scheduling, adherence to schedules, dialer campaigns, contacts per paid hour and contact strategy.
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Bachelors degree in business or computer science field
Automated Dialer Experience
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.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.