About the role
About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
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.
IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.