Dialer Job Description Sample
Conn's was founded over 125 years ago and is currently operating 100 stores and expanding into new markets. Conn's is publicly owned and offers a comprehensive benefits program including: Medical, Dental & Vision Benefits, Flexible Spending Accounts, Paid Vacation, Basic Life Insurance, 401(k) Retirement Savings Plan, Employee Stock Purchase Plan, Tuition Reimbursement and Employee Discounts.
The Dialer Admin role is to oversee and maintain the Noble dialer system including, but not limited to system set up, maintenance, realignment, and allow for efficient use of all dialer aspects, organizational effectiveness and maximum performance.
Responsible for day to day administration and monitoring of the dialer system including build and maintenance of campaigns, calling list, filters, reports and list strategies through real time monitoring.
Work with department manager to optimize dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively.
Develop, generate, analyze, and distribute reporting to include real time adjustments and campaign changes to drive peak RPC's, related to the dialer's performance and strategy objections as well as agent statistics and identify trends to help determine the need for strategy refinement and/or collector training
Other duties as assigned
Working knowledge of SQL queries
Work well independently as well as in a team environment.
Strong organizational, multi-tasking and time management skills
Detail oriented with strong analytical, critical thinking and problem solving skills
Strong interpersonal, verbal, and written communication skills
Self-motivated, goal oriented, resourceful and driven personality
Flexible and open to change in a high volume fast paced environment
Full time schedule, including evenings, weekends and holidays, with overtime as needed
Conn's is PROUD to be an equal opportunity employer.
Dialer Systems Technical Team Lead
BUSINESS IMPACT STATEMENTS
The Dialer Team Lead is responsible for the daily support and operation of the collections outbound dialer. This includes monitoring staffing levels, dialer metrics, telephone inventory management, research, and troubleshooting dialer performance issues. This person will be responsible for executing dialer strategies as directed, while making real-time adjustments to increase performance results or based on Management feedback.
Communicates and directs leadership and staff regarding workflow
Effective utilization and management of the predictive outbound dialer
Maintains systems issues logs
Meet or exceed assigned productivity measurements
Resolves escalated customer concerns/issues professionally and conducts follow-up as needed
Utilizes dialer databases to monitor dialer/agent activity and gather account information
Works as a liaison with other departments to trouble shoot system problems and resolve issues.
Handles inquiries from agents, leadership and other internal business partners
Performs other related duties as designated by manager
Assists leadership in developing case study presentation for process improvement..
Documents all processes created for analysis work that can be entered into various required applications
Looks for reporting gaps within department and partners with leadership to recommend possible solutions.
Gap Analysis and Solution Recommendation
Utilizes queries, scripting functionality and other data mining tools to help identify process or technology gaps within department.
Analyzes data results and submits thoroughly documented findings and recommendations for alleviating gaps within department.
Tracking statistics of dialer and collector performance
Maintains metric drivers for manually processed reports.
Maintains an electronic catalog of all scripts and queries for supporting the business.
Provides additional reporting as needed.
Fluency in all Microsoft office applications
High School Diploma
Proven ability to multi-task and prioritize workload
Some previous experience or education
Ability to work independently; meet deadlines
Detail oriented and possesses strong problem solving skills
Course Certifications or clearly demonstrated proficiencies in Microsoft Applications (including. Excel, Word, Access, Visio, Powerpoint). Skilled in SQL Server is also a plus.
Strong technical skills including a basic understanding of telephony, and SQL databases
Regular attendance is required.
Must be able to work a flexible schedule. Hours based on business needs.
Dialer Analyst/Senior Dialer Analyst
Dialer Analyst/Senior Dialer Analyst (Analytics)
Why Work For Credit Acceptance?
Credit Acceptance is a rapidly-expanding company with extensive growth opportunities. We are proud to say, for the 5th year in a row, we have been named one of Fortune Magazine's 100 Best Companies to Work For. Our team members and culture create a positive workplace that drives us to succeed, making Credit Acceptance one of the largest used car finance companies nationally.
We offer a great work environment, awesome team members, competitive benefits, progressive career opportunities, a casual dress code and we work hard to ensure every team member is empowered to work to their fullest potential.
We are hiring a Dialer Analyst/Senior Dialer Analyst within our Analytics Department.
Execute and monitor the call strategies for departments that use the automated dialer
Develop and produce reports measuring contact and collection performance
Analyze data to drive better business decisions
Responsibilities in your area will include:
Dialer Execution: Create dialer campaigns, select and monitor the dialer pacing, and communicate service levels to operations
Coding: Develop complex programming to extract and manipulate data such as strategy modules
Reporting: Develop and produce reports to measuring the performance of contact strategies, dialer processes, and champion/challenger tests
Ad hoc analysis: Perform analysis to solve business problems and drive better decisions
Translate business requirements: Translate high level business goals into the tasks and technical specifications needed to accomplish the goal
Adhere to Policies/Processes: You will need to remain compliant with our policies, processes and legal guidelines.
Bachelor's degree or 3+ years of dialer experience
3+ years of SAS or SQL programming experience
Bachelor's degree or 5+ years of dialer experience
5+ years of SAS and SQL programming experience
Attendance as required by department.
Work onsite at the assigned Credit Acceptance work location.
Able to work a schedule that may include weekends and late nights.
Experience with Aspect Unified Contact Center 7.0-7.3 (Unified IP, ALM, IVR, WFM, etc.).
Experience in call center analytics or auto lending analytics.
Knowledge of loan servicing functions.
Experience with data analysis.
Experience running and creating reports in an analytical tool or in a business intelligence setting.
Knowledge and Skills:
Ability to apply analytical skills to solve problems creatively.
Be able to extract and manipulate large data sets.
Communicate complex information to others in a way they can understand.
Be self-motivated and able to perform with minimal supervision.
Ability to apply analytical skills to solve problems creatively.
Act promptly and effectively when assigned tasks.
Able to work a schedule that may include weekends and late nights.
Work well with others in a team environment.
Proactive and make recommendations as opportunities arise.
Remain compliant with our policies, processes and legal guidelines.
To be successful in this role, Team Members need to demonstrate the characteristics of PRIDE in their work:
Positive: Maintain a positive attitude by focusing on solutions and promoting a collaborative and enjoyable environment.
Respectful: Value teamwork, share successes, appreciates others and communicates in a way that promotes trust.
Insightful: Make timely well-considered decisions, create innovative solutions and continuously learn.
Direct: Communicate clearly and objectively; don't be afraid of difficult conversations. Raise concerns through the proper channels.
Earnest: Be honest, sincere and consistent. Work hard and pursue our goals together relentlessly.
Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.
Credit Acceptance is an equal opportunity employer.
Dialer Supervisor Job ID RR00018 Date posted 10/06/2017
1015 Cobb Place Blvd
Aaron's has a long legacy as an industry leader with continued growth. In business since 1955, we have grown to over 2,000 stores across North America built on a foundation of excellence, customer focus, quality products and services. Personally, and professionally, we hold ourselves to high standards and an unwavering commitment to do what's right; treating every individual with respect, compassion and integrity. We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally.
As a potential Aaron's Associate, you'll share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life. You'll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve. We like to set the bar high, roll up our sleeves and work together to out-perform the competition. You'll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers.
As Aaron's Dialer Supervisor, you will be responsible for being ready to operate the primary dialer system and troubleshoot issues. The incumbent will build the campaign to monitor the speed and efficiency of the entire dialer system.
Assist in the development of the Aaron's dialer environment
Manage and maintain the Genysis Interactive Intelligence dialer platform
Help define/improve, then understand and follow calling strategies to meet the business goals for contact rates, idle times, and abandonment rates
Assist in the daily processes that generate the daily campaigns and load the dialer
Identification and troubleshooting of problems and production impediments
Optimize system resources to meet collection objectives
Update and understand system reports and how they relate to dialer strategies
Demonstrative initiative in evaluating automated strategies and provide input
Contribute to effective recovery, maximizing efficiency across all lines of business
Document technical system requirements and provide feedback on strengths and areas in need of improvement
Monitor dialer platform to insure appropriate staffing levels are in place to meet the necessary inbound and outbound call volume
Alert management to capacity issues and makes skill group modifications as necessary
Monitor all campaigns to support dialer initiatives, identify any real-time issues and propose solutions
Use applicable forecasting tools to develop projected call volumes for interval, daily, weekly, monthly, and annual increments
Define and documents all inbound and outbound call flows and ACD configurations
Assist in the development of various dynamic dialing strategies to boost and maintain performance and contact rates
Minimum 1 year as a workforce analyst or a predictive dialer campaign manager in a blended call center environment
Experience with several call center technologies, such as voice communications, ACD, Predictive dialing, unattended dialing
Required Skills and Competencies:
Dialer administrative experience preferably in campaign management
Call Center or Collections background
Ability to work in a team environment
Advanced PC skills with the ability to use MS Office applications
Ability to work in a high paced, multi- tasked environment
Understanding of applicable local, state, and federal regulations
Time management – Demonstrates efficiency and persistence, managing own time and ensuring engagement deadlines and objectives are met
Communication – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive and accurately interpret ideas, information and needs through the application of appropriate communication behaviors. This includes the ability to describe or explain complex processes and issues in a concise manner
At Aaron's, you will have access to a comprehensive benefits package that includes:
Paid time off including vacation days, sick days and holiday
Ongoing training and development
Medical, dental & vision insurance
Employee Purchase Discounts
A drug screen and criminal background investigation are required before beginning employment at Aaron's. A job performance reference check is also required.
Aaron's is an Equal Opportunity Employer.
Summary: The Dialer System Analyst is responsible for maintaining a high performance blended calling environment for Collections (Loan Servicing) supporting 4 call centers. Effectively collaborate with Management to execute dialer campaigns that achieve strategic objectives in a cost effective manner. Will work very close with workforce management team to optimize resource utilization. Assisting with maintaining and administering changes to the dialer, IVR, telephony system and other associated systems
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Responsible for day to day execution and monitoring of the outbound dialer jobs and inbound performance
Assist with developing dialer calling strategies, jobs, selections set-up, testing, monitoring and verification to optimize the dialer
Assist with maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours, maximize production (total dials) and efficiency.
Scheduling adjustments based on contact center performance and staffing schedule adherence to assure service levels are consistently met.
Management, administration, real-time monitoring and adjustment of dialer inbound queues, agent availability, agent skill sets and outbound dialer campaign results
Deploy appropriate pacing concepts and apply the correct logic to produce efficient campaigns with low abandons and high connect rates
Assist Manager with providing full dialer and logistical support for entire Collection (Loan Servicing) team.
Documentation of system configurations and historical tracking of changes to strategies
Ensure compliance with FDCPA/TCPA and privacy requirements for customer contact
Manage and maintain department key performance indicators as it pertains to dialer operations
Troubleshoot and resolve issues related to products as a result of alerts or customer complaints
Participate in implementation and support expansion and new initiatives
Provide manager with feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators
Deliver ad-hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact centers
Track key performance indicators, generate and distribute dialer reports as necessary
Coordinates with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation
All other duties as assigned
Experience and Required Skills:
Minimum 1-2 years of dialer management experience
I3 and Noble System CallTech (Best Time To Call) experience a plus
Strong analytical and organizational skills
Ability to meet strict deadlines
High level of comfort working with MS Office and proficient in Excel
High level of problem solving, time management and sound judgment skills
Excellent verbal, interpersonal, written skills
Work Effectively in a team-oriented and collaborative environment
The Dialer lead is responsible for automated communication management related to the $13+ billion energy portfolio as well as Commercial and Customer Auto Collections.
The Dialer Lead will run the proactive outreach initiatives and manage all dialer operations related to the collections process. The Dialer Lead will play an integral part related to the financial performance of Tesla assets, including but not limited to, the collection of receivables, managing risks, and oversight of correct and timely contact reporting and analytics.
The ideal candidate will be a natural leader and able to drive consensus with many stakeholders. The candidate must possess strong analytical skills and must be able to solve complex problems with little oversight. The candidate must promote a standard of excellence and drive high performance from direct reports and processes.
Lead a team of 2 dialer analysts and determine appropriate allocation of workload and effective resource management
Provide strategy and guidance related to contact efforts and risk
Ensure dialer coverage and operational efficiency related to contact systems
Oversee performance evaluations and improvement plans
Interview, select, and ensure proper training of new employees
Mentor, evaluate, and develop employees
Monitor day to day work of staff for process adherence and compliance
Evaluate employee work and productivity
Engage in continuing education and training for the team
Meet with team members one-on-one to provide continual coaching and evaluation of process and procedures
Develop, document and implement appropriate systems to scale, processes and controls
Provide expert guidance and analysis to stakeholders
Bachelor's degree or equivalent experience
Evidence of exceptional ability
Proficiency in MS Excel
Call Center Dialer Experience Required
Ability to prioritize and multi-task, with the flexibility to adapt quickly to change
Detail-oriented, resourceful and able to manage shifting priorities
Excellent written and verbal communication skills required
Ability to positively and effectively interact with internal and external customers
Ability to work well with other in a collaborative team environment
Must be able to successfully pass a pre-employment criminal screen.
System Administrator, Dialer Integration Housecalls Contact Center - Telecommute
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Positions in this function coordinate the processes and activities that focus on restoring service after an incident occurs for day to day operations of the I3 Dialer System for the HouseCalls Contact Center. Monitors environment health and the facilitation of high severity incidents to improve the state of service availability and continuity. This function also includes those who operate and monitor computer and peripheral equipment. Coordinates the efforts of all functions to complete scheduled jobs in a timely manner. Documents all problems (hardware, application, facility, etc.) and takes corrective action as required. Interfaces with other departments as required.
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Systems Administration of Dialer Integration for HouseCall Program
Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
Impact of work is most often at the team level
Call center system and agent support
IP PBX/Dialer administration
Moves, adds and changes
Voice infrastructure monitoring and maintenance
Voice quality troubleshooting
Provide support to both on-site and remote agents
Functional Subject Matter Expert
Forecasts and plans resource requirements
Assesses and interprets customer needs and requirements
Identifies solutions to non-standard requests and problems
Solves moderately complex problems and/or conducts moderately complex analyses
Works with minimal guidance; seeks guidance on only the most complex tasks
Translates concepts into practice
Provides explanations and information to others on difficult issues
Coaches, provides feedback, and guides others
Acts as a resource for others with less experience
Assist with the design, control and analysis of inbound and outbound campaigns to optimize right party connects and meet service levels of inbound demands
Assist internal customers to keep the production environment running at optimum efficiency
2 years managing technical projects
Understanding of VoIP
Ability to work with call centers in varied time zones
BS degree in Information Systems, Computer Science or related fields required
2 years troubleshooting network related issues
1 years of experience or using with Interaction Intelligence software 3.0 or above
1 year of previous leadership experience
SQL expertise and data analysis
Excellent interpersonal communication skills and the ability to multi-task
Previous experience in a rapid growth environment
Health Care experience
Some travel may be required
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
- All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Job Keywords: VoIP, Call Center, SQL, Health Care, network, PBX, Columbia, Maryland, MD, Telecommute, Telecommuter
Mortgage Collections Dialer Manager
Essential Functions & Responsibilities
Partner with Stakeholders including various business leaders/dialer end users, clients/investors, and vendors to ensure business objectives and SLA's related to the collection operation are achieved.
Plan and facilitate strategy meetings and ensure meeting minutes and action items are distributed timely
Actively participate as core member on all projects related to the collection dialer and technology strategic operations
Responsible for identifying and reducing costs, maintaining dialer and technology related compliance and reducing or eliminating risk where possible through the evaluation of current business methods and processes, analysis, trending, control implementation, and the promotion of technological resources.
Lead the process of documenting current collection technology and strategy processes and ensure the same for new or modified processes.
Prepare impact analysis identifying how change will impact policies, procedures, people and systems
Perform operational risk assessment at initial change review and pre-implementation release to identify potential risks and anticipated points for resistance and develop recommendations to mitigate and address concerns
Develop and maintain detailed projected plans and issues logs; routinely providing updates to the department manager on technical issues, plans and directions
Coordinates and performs user acceptance testing by developing and maintaining test strategies/plans and testing results
Responsible for analyzing department and end user reporting needs, supporting requirement documentation and report development and coordinating and performing user acceptance testing by developing and maintaining test strategies/plans and testing results
Subject Matter Expert on the LiveVox dialing platform and daily download file, query tools, daily operational process, and end user tools
Assists in the development of training initiatives and provides support to various mortgage servicing departments/end users of the LiveVox dialing platform
High school diploma or equivalent required.
Bachelor's degree preferred
Minimum of 7 years experience in dialer management and/or collection call center operations preferred
Minimum of 3 years experience as a leader in dialer management and/or collection call center operations required
Knowledge, Skills & Abilities
Well organized, with an attention to detail
Analytical, with an ability to identify and resolve problems
Ability to manage multiple priorities and meet stringent timelines
Strong knowledge of dialer operations and collections call center principles and practices
Ability to lead a team or key end users located in multiple sites
Ability to think strategically
Collaborative, with an ability to gain consensus
Strong verbal and written communication skills
Ability to work independently with minimal supervision
Core Leadership Behaviors
Behaves as a Leadership Role Model
Demonstrates integrity and keeps promises (do what you say you will do)
Treats everyone with respect and dignity; builds trust within and outside the organization
Confronts issues at the source of the conflict
Demonstrates an unyielding commitment to compliance and does what is 'right for PHH'
Proactively and professionally communicates relevant information to others
Builds Strong Working Relationships
Builds productive and collaborative working relationships based on mutual trust
Identifies opportunities and takes action to build relationships to help achieve business goals
Solicits, takes into consideration and appropriately incorporates perspectives from others
Drives and Delivers Exceptional Results
Assumes personal ownership for performance
Delivers on promised end-results, overcomes obstacles and ensures closure is achieved
Demonstrates speed, quality of execution and an unyielding commitment to a zero defect culture
Proactively anticipates situations that require a plan of action; identifies critical issues and escalates appropriately
Customer Focus/External Focus
Advocates for the customer as the top priority and is passionate about customer needs
Works collaboratively with customers to solve problems and address underlying needs
Takes accountability for customer satisfaction
Intermediate to Advance skills with Access and query building software
Proficient with Microsoft Office Products, including Word, Powerpoint, etc.
Mortgage Servicing Package (MSP) experienced, preferred
Intermediate to Advanced Visual Basic or other programming languages preferred
Knowledge of SQL
- Any other requirements an ideal applicant needs to have that is not covered by the other subheadings
- 8:30 – 5:00 M-F
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
The requirements and the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PHH is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Workforce Dialer Operations Agent
NOW HIRING! FULL-TIME Workforce Dialer Operations Agent
San Antonio, TX Call Center
Starting pay rate: 13.52/hr.
The National Workforce Management and Dialer Operations Specialist is accountable for the support of multi-site inbound and outbound call center businesses through constant monitoring of network applications, real time response and implementation of solutions to system challenges. Responsible for opening, updating and closing all network applications and communicating business critical information to the Customer Care Network Global Operations team, via e-mails and direct phone contact. Informs management regarding Real Time Dialer performance metrics, areas of success and/or opportunities, and provides analysis of system and application performance.
• Working knowledge of call center metrics and performance standards
• Proficient with Microsoft Office applications, with focus on Excel
• Ability to monitor call volumes, lead volumes and schedules on a real-time basis to ensure the effective and efficient use of resources
To schedule your interview you must submit your application online!
TO APPLY ON OUR COMPANY WEBSITE PLEASE COPY & PASTE THE LINK BELOW!
YOU CAN VISIT!
Under Keyword type in: 931588BR
Get your INTERVIEW by completing the following steps:
1) Submit your application online
2) You will be contacted or you may contact the recruiter to confirm appointment within 24 hours
Recruiter: Call Erika De La Rosa (407) 677-3011 for more information!
EOE Minorities / Females / Protected Veterans / Disabled
Job Type: Full-time
Predictive Dialer System Command Center Sr. Supervisor
The Predictive Dialer Support Command Center supervisor supports the department management as well as key internal care center partners. This individual will be responsible for driving collection performance through implementation of strategic direction and project execution. The supervisor will need to be able to utilize standard or ad-hoc reporting to provide real-time direction or interpretation of information to all levels of leadership and the PDSCC staff. It will also be necessary to proactively identify and resolve any problems, issues, or risks to daily dialer operation in cooperation with the appropriate resources. The supervisor will also be responsible for determining appropriate course corrective intra-day changes through a disciplined, data driven, approach to provide the necessary insight. The candidate should also be able to manage, train, guide, recognize, and motivate a team of individuals to execute daily tasks through regular coaching, mentoring, and development.
Essential Job Functions
Ensure efficient and effective dialer operation
Create an efficient and effective environment of communication in the department including daily and weekly communications along with weekly team meetings, and regular coordination of the PDSCC and strategy team updates
Oversight of PDSCC reporting responsibilities to ensure accuracy and timeliness of delivery
Problem resolution with PDSCC associates, the dialer, internal customers, and various other communication channels
Triage of system issues to determine urgency level and necessary response by engaging the appropriate resources
Account research issues
System downtime scenarios
Management of the timely follow up and resolution of trouble tickets submitted through the ticketing software by Care Center leadership and associates
Manage and maintain procedure information, touch point data, etc…
Proactively identifies and resolves any problems, issues, and risks for daily dialer operation
Validation of daily inventory including accounts, record selections, job pacing, inbound and outbound phone number function, and job timing.
Oversight of Downtime scenarios ranging from a few associates to multiple care center sites
Communication of current performance with various levels of senior leadership in a clear and concise manner
Quickly address intra-day pacing issues, idle time, abandon rates, and appropriate job performance
Ensure associate standards are met and maintained through effective daily coaching, monitoring, and support of current and new associates
Manage, train, recognize, and motivate associates in executing daily tasks through regular coaching and mentoring.
Prepare and administer monthly work reviews, annual appraisals, and if necessary, corrective actions through review and analysis of departmental reports, logs, call reviews, and individual job performance evaluation
Create and foster a positive, successful, and professional work environment through coordination and facilitation of weekly / monthly team motivation, and individual associate recognition
Ensure associates have the ability to grow, develop, apply skills and abilities through training, coordinating job shadow opportunities, assistance with mock interviewing, and recommendations of development
Ensure all associates are compliant in all Alliance Data company policies and procedures
Effective project implementation and/or change management
Coordination of strategy changes with Care Center leadership and associates
Works with Care Center leadership and associates to help ensure project execution and provides relevant updates to the appropriate resources
Lead exploratory efforts and the investigation of new issues that arise during project implementation and openly communicates with appropriate resources when issues are discovered
Escalates to senior leaders as necessary
Formally shares insights with internal partners to educate and drive process improvements
Training / Continuing Education
Actively pursues self-training and education efforts with goal of maintaining and enhancing knowledge of required tools and systems operations to provide improving support of key Care Center partners and associates.
Maintain timecards, attendance records, associate schedules, and interview job candidates
- Bachelor's Degree or equivalent experience
Preferred Work Experience
- Three or more years of supervisory experience in coaching and developing associates.
- A technical mind set with windows experience and an aptitude for computer/system operation
Knowledge, Skills and Abilities
Ability to influence key internal stakeholders
Ability to articulate a point of view and negotiate
Prior call center experience preferred
Excellent verbal & written communication skills
Ability to listen attentively
Well-developed problem analysis and decision making skills
Strong ability to function effectively working independently or on a team
Excellent time management skills
Microsoft Office Suite (including Excel, Word, and Outlook)
Self motivated and results oriented
Ability to analyze statistical reports
Ability to create and maintain good working relationship
Call Center Environment
Direct Reports: 8-12 Associates
Preferred Supervisory Experience: Minimum three years
Alliance Data card services
Alliance Data is a leading global provider of tailored marketing and loyalty solutions, delivered through branded credit programs that drive more profitable relationships between our brand partners and their cardmembers. We offer private label, co-brand, and commercial products to many of the world's most recognizable brands. We uphold our Know more. Sell more.® promise by leveraging unmatched customer insights, advanced analytics, and broad-reaching innovative capabilities. It's how we deliver increased sales to our partners, build enduring loyalty to their brands, and provide more value to our cardmembers.
Alliance Data offers a competitive salary and a comprehensive selection of benefit options including 401(k).
Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with all applicable laws.
Alliance Data is an Equal Employment Opportunity employer.
Alliance Data will provide accommodations to applicants needing accommodations to complete the application process.
Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for Alliance Data.
Alliance Data participates in E-Verify.
Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with the requirements of all applicable laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
To learn more, visit www.KnowMoreSellMore.com/careers
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