Dialer Manager

Company: Crescent Bank
Location: Carrollton
Posted on: January 23, 2023

Job Description:

About the Position:Manage dialer strategy and tactical administration of dialer duties including but not limited to:--- Dialer uploads & imports--- Monitoring the inbound and outbound dialer during dialer operation--- Managing performance trends--- Reviewing compliance concerns, identifying variances--- Designing and programming dialer strategies to ensure call center agents are targeted to the right campaigns.Escalate contact center interruptions to appropriate business continuity leaders in a timely fashionMaintain current and accurate agent skill set and group inventoryMaintenance/enhancement of existing reporting as well as creation of new reports and dashboardsRespond to user-reported issues via existing ticket system or communication channel(s); troubleshoot with call center agents and Supervisors experiencing problems or inefficienciesManage on/off-boarding of call center staff and adhere to strict access control SLAWhat we are looking for:A successful candidate will demonstrate:--- Strong technical skills including SQL, SAS (or similar query languages) previous experience with dialer strategy development within Aspect and or Avaya Dialers (or similar technologies).--- Demonstrate the ability to execute on complex projects, balancing short-term and long- term priorities--- Leverages quantitative and qualitative insights to analyze opportunities for innovation--- Supports solution delivery by completing routine tasks, with guidance--- Independently adapts communications for a variety of cross-functional / cross- geographic audiences--- Sources and develops basic summaries and narratives of relevant information, data and facts--- Influences others to come to agreement on priorities, direction and next steps--- Monitors individual adherence to policies and procedures and escalates issues as neededAbout Crescent Bank:Crescent Bank began in 1991 as a small New Orleans based community bank. Today, Crescent Bank has a presence nation-wide and is on a mission to leverage technology to provide auto lending and savings access to consumers who may not be served by other traditional banking products.Crescent Bank prioritizes employee growth and advancement- both as employees and as individuals- through our core values and through the benefits we offer.Our Core Values include: Be a Team Player, Continuously Improve, Do the Right Thing, Put the Customer First, & Take OwnershipWe are proud to offer the following key benefits:Workplace flexibility for eligible positionsAll the insurance programs you'd expect- health, dental, vision, life, disability, + moreMultiple types of paid time offRetirement program with company contributionPaid parental LeaveAward-winning Wellness programsTuition ReimbursementPayroll on Demand- access your pay when you need it most.Equal Opportunity Employer/Veterans/Disabled

Keywords: Crescent Bank, Carrollton , Dialer Manager, Executive , Carrollton, Texas