Dialer Operations Manager, Collections
2 weeks ago
Momentum Financial Services Group is a leading financial services company dedicated to providing exceptional customer experiences.
Job SummaryWe are seeking an experienced Dialer Operations Manager to join our collections team. As a key member of our operations team, you will be responsible for overseeing and optimizing the dialing and messaging strategies and technologies used in the collections process.
Key Responsibilities:- Dialer Management: Oversee the configuration, maintenance, and optimization of dialing systems to maximize efficiency and effectiveness in collections.
- Performance Analysis: Monitor key performance indicators (KPIs) related to dialing and messaging activities, such as call volume, contact rates, and recovery rates; provide regular reports and insights to senior management.
- Compliance Assurance: Ensure all dialing practices comply with federal, state and provincial regulations.
- Team Collaboration: Work closely with collections team leaders to align dialing strategies with overall collections goals. Provide training and support to staff on best practices and effective use of dialing technology.
- Strategy Development: Develop and implement dialing strategies and campaigns to improve contact rates and recovery outcomes. Continuously assess and refine these strategies based on performance data.
- Vendor Management: Manage relationships with dialer technology vendors, including negotiating contracts and evaluating system performance and upgrades.
- Troubleshooting: Address and resolve any technical issues related to the dialing systems promptly to minimize disruption to collections operations.
- Bachelor's degree in Business, Finance, or a related field preferred.
- 3-5 years of experience in collections, preferably with a focus on dialer management or telecommunications.
- Strong understanding of collections regulations
- Proven experience with dialer systems (e.g., predictive dialers, auto-dialers, IVR) and CRM tools.
- Excellent analytical skills with the ability to interpret data and make data-driven decisions.
- Strong leadership and interpersonal skills; ability to collaborate effectively with cross-functional teams.
- Excellent communication skills, both written and verbal.
- Proficient in Microsoft Office Suite and familiarity with data analysis tools.
$65,000 - $90,000 per annum, depending on experience.
Work Environment:This position may require occasional evening or weekend work to meet operational needs. The Dialer Operations Manager will work in a fast-paced environment with a focus on achieving targets and enhancing team performance.
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