Sr. Manager, Dialer Management

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Job description

Our client is seeking a Senior Manager, Dialer Management to join their team. As a Senior Manager, Dialer Management, you will be part of the Contact Center Operations supporting the Dialer and Workforce Management teams. The ideal candidate will have strong leadership skills, a passion for knowledge and technologies, and practical system experience in Dialer/CMS and Workforce Management Systems.

Job Title: Senior Manager, Dialer Management

Location: Richmond, Virginia

Pay Range: $100,000 - $130,000 per year

What's the Job?

Lead the Dialer and Workforce Management teams for the client team contact center by guiding the team to reach solutions for complex problems.

Oversee Dialer administration & functionality, optimizing dialer strategy, optimize scheduling, oversee, and provide productivity reporting for over 400 Associates.

Ensure front line managers are effective in overseeing and effectively managing their team's ability to monitor and surpass KPI's including inbound service level, abandon call rates list penetration, scheduling, adherence to schedules, dialer campaigns, contacts per paid hour and contact strategy.

Build World Class Dialer and Workforce Management teams that optimize overall performance and successful Contact Center operation.

Identify and implement process improvements.

What's Needed?

Bachelor's Degree in business or computer science field

Minimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center; Prior collections experience preferred.

Ability to provide leadership, direction, and support for a 6-day week operation.

Working knowledge of CMS reporting and scheduling software programs.

Ability and willingness to lead change and drive accountability through sound change management.

What's in it for me?

Opportunity to work for a company that disrupted the ecommerce industry by delivering the honest, transparent, and high-integrity experience customers want and deserve.

Amazing team of more than 25,000 associates work together to deliver iconic customer experiences.

Competitive pay range of $100,000 - $130,000 per year.

Comprehensive benefits package including medical, dental, and vision insurance, 401(k) matching, and paid time off.

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.

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