Dialer Manager - Toronto, Canada - Flexiti Financial

Flexiti Financial

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us
Flexiti is one of Canada's fastest growing fintech lenders.

We aim to make our customers' lives more affordable and help our retail partners grow their sales by offering flexible financing options.

Through our award-winning omni-channel platform, customers can be approved instantly to shop with their FlexitiCard, which they can use online or in-store to make multiple purchases, within their credit limit, without needing to reapply.

At Flexiti, we work hard, we love what we do, and we have some fun along the way If you are looking for an energizing and innovative work environment with great people and big ideas, we'd love to have you join us

Dialer Manager
A Dialer Manager is responsible for overseeing the use of automated dialing software in Flexiti's Collections Call Center.

They are responsible for monitoring and adjusting the dialer system in real-time to maximize agent utilization and ensure that service level agreements (SLAs) are met.

Additionally, they will be responsible for ensuring the dialer software is used efficiently to maximize productivity, while maintaining compliance with applicable regulations.

What you will be doing:

Prepare the dialer system and manage dialer productivity, based on campaign strategies
Managing the dialer system to optimize contact rates, minimize downtime, and maximize agent availability
Adjusting dialer settings and strategies to improve contact rates and performance. Ability to adjust intraday depending on how the day is unfolding
Monitoring & analyzing realtime contact center metrics to identify trends, patterns, and areas of opportunity including call volume, abandonment rates, and agent productivity
Developing and implementing dialing strategies and campaigns to optimize call center performance
Analyze and interpret campaign results with regards to contacts and successes status.
Ensure compliance and accurate execution of daily dialer call plans and schedules
Provide dialer troubleshooting
Minimize dialer downtime through strict compliance with established support procedures
Open/Follow ups on dialer related tickets
Working with Operations to optimize workforce management
Participate in ongoing team development by contributing to team meetings and discussions
Liaise with a team of dialing agents, providing feedback to improve performance
Ensuring compliance with applicable regulations and local/national laws
Identifying and implementing process improvements to streamline dialing operations and improve results
Collaborating with the dialer vendor to troubleshoot issues and improve system performance, testing of hot fixes and monthly patching if applicable

What you should have

They should also have excellent analytical and communication skills and be comfortable working with data and metrics to drive performance.
A solid understanding of applicable regulations and compliance requirements is also essential.
They must be able to work in a fastpaced environment and adapt quickly to changing circumstances.