Assistant Manager - WFM

• The candidate will have a strong personality and experience managing call center technology and in workforce management, the ability to think outside the box is crucial. Must be a team player with strong interpersonal skills
• Develop and optimize staffing resources
• Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
• Understand technology systems and create viable dialing campaigns to achieve departmental objectives
• Partner with business leaders to develop new functionality to improve the borrower and agent experience
• Collaborate with internal and external partners to maximize the achievement of business goals
• Lead and mentor team members in building out the Analytics function completing required training and certifications
• Work collaboratively with regional and global partners in other functional units; ability to navigate a complex organization
• Excellent project management and organizational skills and capability to handle multiple projects at one time
• Proficient in MS Office applications (Excel, Word, PowerPoint)
• Knowledge in area of focus
• Nice to have - First-hand experience in US consumer collections operations

• Responsible for daily management of the phone system including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center
• This role will also be providing compliance guidance when running outbound campaigns
• Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals
• Ensure adequate staffing levels and minimize organizational risks.
• Perform daily uploads, downloads, and importing
• Ensure and document outbound dialer activity
• Analyze dialer-output data to identify potential problems and issues
• Run payment report regularly
• Create and update dialing campaigns filter, list strategies, and reports
• Monitor and adjust the performance of the dialer systems
• Responsible for all aspects of the call center technology platform including conversational IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management
• Responsible for team member schedules to endure all intervals during business hours are staffed to support expected call volumes
• Configuration of new campaigns: creation, user profiles, worksheets, etc
• Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, FDCPA, other Federal Laws, California Privacy Act, etc.
• Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS

EXL Service