Role OverviewThe Associate, Contact Management plays a critical role in supporting the business to achieve the customer contact goals by administering the in-house dialer, monitoring vendor dialer productivity, and providing strategy guidance. This role is responsible for monitoring and adjusting early-stage inbound call allocation between our vendors and HCA. All positions within the Operations Division are expected to collaborate cross-divisionally to achieve a seamless customer experience.
What You Will Do
Dialer administration, intra-day inbound call volume tracking, providing front line support for system and operational issues, holding meetings with operations leaders, monitoring agent dialer schedule adherence, and actively participating in coaching and development sessions.
Why It Might Be a Fit
The ideal candidate will have a minimum of 2-4 years of call center experience, including dialer administration and WFM system configuration, and a strong understanding of dialer and WFM systems. They will be an exceptional listener and communicator, a resourceful team player, and a results-driven achiever with exemplary planning and organizational skills.
Requirements
- Minimum 2-4 years of call center experience (auto finance collections preferred)
- Associate Degree or equivalent experience
- Knowledge of dialer and WFM systems including configuration and administration
- Exceptional listener and communicator
- Resourceful team player
- Results-driven achiever with exemplary planning and organizational skills
- Proficient in Microsoft Office products with a focus on Excel, Access, and Power Point
Benefits
- Medical, Dental and Vision plans
- 401(k) matching and vesting
- Vehicle purchase and lease discounts
- Monthly vehicle allowances
- Paid Volunteer Time Off
- Tuition reimbursement
]]>