Assistant Manager - WFM

Job Description: 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

Responsibilities: 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

Qualifications: Graduate. Minimun of 2 yrs in the current role