Dialer Manager

About the Job

We’re searching for a Dialer Manager to be responsible for the support of enterprise Dialer, SMS, and IB routing intraday configuration and administration. This position resides within the Collections Strategy & Performance Management Team and supports the Collection and Recovery departments. 

The Dialer Manager will assist in managing key Collections & Recovery initiatives including in-house and vendor placement strategies. This role will also interface on occasion with other department operations, daily operations review, and audit/compliance staff.

As Dialer Manager, You Will…

• Be responsible for the development and deployment of performance monitoring dashboards and skills assessment reporting in collaboration with other members of the Strategy Analytics Team and CDO.
• Support weekly/monthly adjustments to align with new and changing collection strategy configuration.
• Engage collaboratively with our Strategy, IT, Audit, and CDO teams to deliver upon assigned tasks. 
• Support all projects that directly involve dialer support. 
• Monitor daily strategy performance by using existing reports and collaborating with the Contact Strategy team, and suggest new approaches to accomplish KPI goals set out by Strategy and Analytics.
• Review and update dialer settings to optimize dialer performance. 
• Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance. 
• Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership.
• Collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business needs.
  
  

As Dialer Manager, You Need…

• Bachelor's degree in Business Administration, Accounting, Economics, Finance, or related experience.
• 5+ years of relevant experience in Dialer Operations or Dialer Administration within Financial Services, or related areas.  
• Automotive Finance industry background is a plus.  
• Experience supporting telephony and ALM platforms preferred.
• The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Exceptional listening and communication skills to effectively convey written and verbal information.
• Strong PC skills; Microsoft Access, Excel, Word, and PowerPoint.