Job
Description
As an AVP - Dialer & WFM, your role will be crucial in optimizing dialer operations, workforce management, and real-time analytics across multiple telephony platforms. You will need to take a strategic, data-driven approach to enhance contact rates, agent efficiency, and overall business performance while ensuring full compliance with regulatory requirements. Key Responsibilities: - Develop and execute advanced dialer strategies to improve contact rates, Right Party Contacts (RPCs), and conversion metrics. - Oversee and optimize operations across various telephony platforms such as LiveVox, TCN (Clear Touch), Genesys, Five9, NICE, Aspect, Avaya, etc. - Lead a team responsible for dialer pacing, list penetration, and campaign segmentation to enhance efficiency and maximize outreach. - Ensure compliance with regulatory guidelines like TCPA, FDCPA, CFPB, HIPAA, and implement best practices in call management. - Collaborate with IT, Compliance, and Operations teams to enhance dialer automation, IVR flows, and AI-based outbound strategies. - Continuously monitor and analyze dialer performance to implement data-driven improvements. Workforce Management (WFM) & Capacity Planning: - Lead forecasting, scheduling, and staffing strategies to align with business goals, call volume trends, and SLAs. - Implement real-time monitoring and adherence tracking to optimize agent efficiency and minimize idle time. - Optimize workforce allocation across different lines of business to ensure proper coverage for inbound & outbound operations. - Work closely with Operations, HR, and Finance to determine capacity needs, hiring plans, and agent performance benchmarking. - Drive automation in real-time queue management, shrinkage forecasting, and occupancy optimization. Operational Strategy, Compliance & Performance Enhancement: - Define and track key KPIs including contact rates, agent occupancy, hold times, shrinkage, conversion rates, and AHT (Average Handle Time). - Drive data-driven decision-making through advanced analytics, reporting, and AI-based workforce forecasting. - Lead automation initiatives to enhance dialer & WFM efficiency, reducing manual interventions and improving response times. - Collaborate with Operations, IT, and Business Intelligence (BI) teams to align strategies with revenue and collection targets. - Ensure seamless communication between Dialer, WFM, Operations, and Client Services to drive efficiency and performance improvements. Leadership & Cross-Functional Collaboration: - Provide thought leadership in dialer and workforce management, fostering continuous process improvement and innovation. - Mentor and develop a high-performing team of WFM analysts, dialer administrators, and real-time management specialists. - Work closely with senior leadership, client stakeholders, and operations teams to align strategies with business objectives. - Develop strategic partnerships with telephony vendors and technology providers to enhance operational capabilities. Desired Skills: - 8+ years of experience in Dialer & Workforce Management, with at least 3+ years in a leadership role. - Expertise in managing multiple telephony platforms. - Strong knowledge of US Collections and regulatory compliance (TCPA, FDCPA, HIPAA, CFPB). - Hands-on experience with dialer analytics, workforce forecasting tools, real-time adherence tracking, and AI-based WFM solutions. - Proven ability to optimize outbound, inbound, and blended call strategies to improve agent productivity, revenue recovery, and customer experience. - Strong analytical skills, with experience in using BI tools, dashboards, and reporting software for performance tracking. - Demonstrated experience in AI-driven dialer optimization, speech analytics, and automation tools is a plus. - Excellent leadership, stakeholder management, and cross-functional collaboration skills.,
