Director of Contact Center Technologies in Atlanta, GA at Vaco

Date Posted: 2/12/2021

Job Snapshot

Job Description

Updated 2-12-21 - Exclusive to Vaco...we have a hybrid Operations / Administrator type role over technologies used by our client that operates a call center. Work will be remote and this is a contract role that will range from 3 months to the end of the year.

Position: Manager or Director of Dialer Operations

Industry: loan servicing software for small businesses/SBA PPP loans

Target pay range is $50-$75 an hour

JOB DETAILS

  • Dialer management, Five9, IVR, etc. including semi-help desk responsibilities; would have a daily campaign strategy.
  • Will also act in a semi help desk capacity when interfacing with the helpdesk teams and IT
  • Majority of telephony is inbound based to deal with customer inquiries, but there is outbound calls for collections that needs to be managed hourly (only for non-charged off accounts, charge-offs are with agencies)
  • Every month the activity decreases as the time goes on
  • Ensure the efficient and effective utilization of customer contact technologies (Five9 Cloud Contact Center, Salesforce, etc.) through operation, maintenance, development, and analysis.
  • Be a skilled administrator of the various technologies used in the contact center, including user administration, configuration, troubleshooting, and issue resolution
  • Create, analyze, and distribute reports, such as daily metrics, strategic reports, customer trends, etc.
  • Analyze data and provide educated recommendation to operations leadership.
  • Liaison between Operations, Technology, Strategy, Sales, Customer Service, and Collections teams as well as external vendors.

What we're looking for in you:

* Proactivity: Resourceful, has grit, and a positive "can do" attitude; acts without being told what to do.
* Flexibility/adaptability: Cool with rapidly changing priorities and projects.
* Customer-centric: Provide best-in-class support from the contact technology team.
* Calm under pressure: Ability to navigate and lead the team through high-priority last minute requests and other high stress situations; Works well under high-pressure timelines.
* Intelligence: Likes learning and learns quickly.
* Availability: Available 24/7/365 for occasional issue resolution, solution maintenance, and solution upgrades.

What you should have:
* Ability to communicate comfortably and effectively with all levels of management and team members. Convey operational concepts to technical partners and technical concepts to operational teams.
* Proficiency with analytical tools such as MS Excel, MS Access or MySQL.
* Understand, analyze, create and manage operational processes and procedures.
* Strong analytical skills.
* Strong mathematical skills.
* Comfortable with both PCs and Macs.

Preferred skills
Auto dialer experience.
Automatic Call Distribution (ACD) and Private Branch Exchange (PBX) exposure.
Familiarity Call analytics tools such as Calabrio or PerformLine.
Experience with chatbots, Salesforce, SQL, or cloud-based telephony solutions.
Financial Services Industry Experience