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Keywords / Skills : Dialer, ACD

5 - 8 years
Posted: 2019-06-10

Job Description

 Plays a key role in building and managing default customer contact strategy plans for multiple channels including text, email, and automated dialer contacts and the integration of these channels with workforce management software to optimize staffing levels and schedules

 Develops and adjusts short and long term contact strategy campaigns designed to increase collections, mitigate risks, and reduce expenses through increased efficiency

 Analyzes and optimizes contact channel performance including out bound dialer campaigns and customer alerts via text and email

 Ensures all work is performed in compliance with Regions policies as well as local collections laws and regulations

 Collects necessary data to accurately report on performance, forecast workloads, and developed dialing plans

 Reports on and communicates impact of collections strategies and reports any known gaps

 Identifies areas to reduce cost of collections without negatively impacting collections performance

 Works with management to implement collections strategies and identify gaps and recommendations for process improvements

 Establishes collaborative relationship with cross-functional team to move collections strategies forward

 Analyzes contact strategy results and recommends changes and adjustments accordingly

 Identifies and suggests possible improvements to existing process

 Performs the mechanics required to maximize production within the dialing platforms such as changing the campaign dialing levels based on agent and inbound call activity

 Monitors in real-time campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized and dialing plans are executed successfully

 Manages the Queue Monitoring team and provides impactful coaching across a diverse team

 Achieves desired penetration and contact rates necessary to meet production goals

 Maximizes team performance and fosters a culture of productivity, responsiveness, and quality

 Leads employees to meet Regions expectations of productivity, quality, and goal accomplishment 


 Bachelor’s Degree in business or relevant field

 5 to 8 years of operations experience in the financial services industry, preferably FinTech

 Direct operational management of and monitoring of Dialer and ACD systems

 Experience with call center technologies such as Collection system, IVR and workforce management tools

 Experience with On-line porter e.g. self-help payment channel and etc.

 Experience in analyzing call center data & metrics

 Developing requirements for KPI reporting

 Deep understanding Collections system, dialer and contact channel parameter management

Interested applicants, kindly send in detailed CV to

EA Reg No: 16S8115
Licence No: R1435832

Key Skill(s)

About Company

Our business:
We are a leading international resourcing consultancy with thirteen offices across Europe and Asia Pacific (London, Amsterdam, Eindhoven, Brussels, Munich, Düsseldorf, Zurich, Singapore, Sydney, Kuala Lumpur). Our clients are global market leaders in the IT, Telecommunications, Oil & Gas, Pharmaceutical and Finance & Risk sectors.

Our success is built on a strong set of values and a history of working in close partnership with clients and contractors to provide long term staffing solutions. We take a strategic approach based on trust, knowledge and support to supply expert consultants of the highest calibre.

Working at Michael Bailey Associates:
Commitment, resilience, innovation, passion, honesty and integrity are the attributes that we look for in our employees. In return, we are committed to fully supporting our team as they develop their careers.

As a well-established international company, we offer outstanding career opportunities at all levels. We invest heavily in training, technology and infrastructure to create a working environment that drives success, and we offer a competitive rewards and incentives package.

Contracting for us:
We are committed to providing the best support available for our contractors. With dedicated Account Managers working in partnership with clients and contractors, our reputation is extremely positive with both clients and contractors, enabling us to attract and retain the best talent available.

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