Westlake Services, LLC
Sr Manager Contact Management
Westlake Services, LLC, Los Angeles, California, United States, 90079
Senior Manager, Dialer ManagementLos Angeles, CA | On-site
Westlake Financial
is the largest privately held finance company in the Nation.
We are committed to growing and strengthening our organization by hiring the people that make Westlake World ( our culture ) what it is. Through hiring the best fitting applicant and supporting our people in further developing their skills, we transition our Applicants into Westlake Warriors ( our people ).
With 30% YOY growth and assets of 24+ Billion, we are always looking to acquire talented individuals as we expand our presence in the Auto Finance Industry. Westlake Financial believes in PEOPLE with the PURPOSE and PASSION to assist our more than 22,000+ dealer partners throughout North America.
WESTLAKE WARRIOR |
Sr. Manager, Dialer Management
A Senior Manager of Dialer Management plays a crucial role in overseeing and optimizing contact center operations for Westlake Financial. This senior-level position requires a blend of technical expertise, strategic thinking, and leadership skills to drive contact center performance and ensure regulatory compliance. This role oversees dialer administration & functionality, optimizing dialer strategy, optimize scheduling, oversee, and provide productivity reporting. Manager must be open to flexible hours.
***This position could report to our LA office, Las Vegas, NV or Dallas, TX***
DUTIES, TASKS, RESPONSIBILITIES
(include, but not limited to)
Dialer System Management
Optimize daily performance on the Telephony platforms and ensure appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume on a daily, weekly, and monthly cadence.
Manage and optimize dialer systems, such as Alvaria (Noble/Aspect), Genesys, Cisco, or Five9.
Ensure daily call records are received and campaigns start on time.
Monitor outbound campaigns to meet KPI targets including abandon rates, calls per hour, RPC, PTPs and others.
Strategy Development and Optimization
Develop and implement new strategic calling initiatives based on data analysis.
Create and update dialing campaigns, filters, and list strategies.
Optimize dialer performance for improved efficiency and productivity.
Compliance and Regulations
Ensure adherence to regulatory requirements (FDCPA, Reg F, TCPA, state laws).
Provide compliance guidance for outbound campaigns.
Data Analysis and Reporting
Utilize SQL for data extraction, analysis, and manipulation.
Create and maintain reports and dashboards for performance monitoring.
Analyze dialer metrics and make recommendations for improvement.
Team Leadership
Oversee Dialer and Workforce Management teams.
Collaborate with business partners to identify staffing gaps and plan future initiatives.
KNOWLEDGE, SKILLS, LICENSES
Technical Skills
Proficiency in SQL and data analysis tools.
Experience with dialer systems (e.g., Alvaria (Noble/Aspect), Genesys, Cisco, Five9).
Knowledge of Microsoft BI Tools and advanced Excel skills.
Industry Knowledge
Understanding of outbound collection regulations and rules.
Experience in a fast-paced, high-volume collections call center environment.
Soft Skills
Strong analytical and problem-solving abilities.
Excellent communication skills, both written and verbal.
EDUCATION
Bachelor's degree in Telecommunications, Information Technology, or related field (or equivalent experience).
EXPERIENCE
Minimum 5 years of experience in dialer administration or contact center operations.
PHYSICAL DEMANDS
None.
SUPERVISOR RESPONSIBILITIES
Leadership and team management capabilities.
PAY RATE:
$90,000 - $110,000 base pay.
The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.
FULL-TIME BENEFITS
Medical, Dental, and Vision benefits.
Life Insurance and Long-term disability plans.
Flexible Spending Account.
401K matching.
Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching.
Wellness Programs.
Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only).
Career Path Opportunities.
Discounts on Parks, Museums, Movie Tickets, and Attractions.
Employee Loan Assistance.
Annual Flu Shot.
Paid Vacations Days.
Paid Sick days.
Paid holidays.
HGym (available in our Los Angeles, CA & Dallas, TX office).
Rental Car Discounts, Dell Member Purchase Program.
UKG Wallet.
ACKNOWLEDGMENTS
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
#J-18808-Ljbffr
Westlake Financial
is the largest privately held finance company in the Nation.
We are committed to growing and strengthening our organization by hiring the people that make Westlake World ( our culture ) what it is. Through hiring the best fitting applicant and supporting our people in further developing their skills, we transition our Applicants into Westlake Warriors ( our people ).
With 30% YOY growth and assets of 24+ Billion, we are always looking to acquire talented individuals as we expand our presence in the Auto Finance Industry. Westlake Financial believes in PEOPLE with the PURPOSE and PASSION to assist our more than 22,000+ dealer partners throughout North America.
WESTLAKE WARRIOR |
Sr. Manager, Dialer Management
A Senior Manager of Dialer Management plays a crucial role in overseeing and optimizing contact center operations for Westlake Financial. This senior-level position requires a blend of technical expertise, strategic thinking, and leadership skills to drive contact center performance and ensure regulatory compliance. This role oversees dialer administration & functionality, optimizing dialer strategy, optimize scheduling, oversee, and provide productivity reporting. Manager must be open to flexible hours.
***This position could report to our LA office, Las Vegas, NV or Dallas, TX***
DUTIES, TASKS, RESPONSIBILITIES
(include, but not limited to)
Dialer System Management
Optimize daily performance on the Telephony platforms and ensure appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume on a daily, weekly, and monthly cadence.
Manage and optimize dialer systems, such as Alvaria (Noble/Aspect), Genesys, Cisco, or Five9.
Ensure daily call records are received and campaigns start on time.
Monitor outbound campaigns to meet KPI targets including abandon rates, calls per hour, RPC, PTPs and others.
Strategy Development and Optimization
Develop and implement new strategic calling initiatives based on data analysis.
Create and update dialing campaigns, filters, and list strategies.
Optimize dialer performance for improved efficiency and productivity.
Compliance and Regulations
Ensure adherence to regulatory requirements (FDCPA, Reg F, TCPA, state laws).
Provide compliance guidance for outbound campaigns.
Data Analysis and Reporting
Utilize SQL for data extraction, analysis, and manipulation.
Create and maintain reports and dashboards for performance monitoring.
Analyze dialer metrics and make recommendations for improvement.
Team Leadership
Oversee Dialer and Workforce Management teams.
Collaborate with business partners to identify staffing gaps and plan future initiatives.
KNOWLEDGE, SKILLS, LICENSES
Technical Skills
Proficiency in SQL and data analysis tools.
Experience with dialer systems (e.g., Alvaria (Noble/Aspect), Genesys, Cisco, Five9).
Knowledge of Microsoft BI Tools and advanced Excel skills.
Industry Knowledge
Understanding of outbound collection regulations and rules.
Experience in a fast-paced, high-volume collections call center environment.
Soft Skills
Strong analytical and problem-solving abilities.
Excellent communication skills, both written and verbal.
EDUCATION
Bachelor's degree in Telecommunications, Information Technology, or related field (or equivalent experience).
EXPERIENCE
Minimum 5 years of experience in dialer administration or contact center operations.
PHYSICAL DEMANDS
None.
SUPERVISOR RESPONSIBILITIES
Leadership and team management capabilities.
PAY RATE:
$90,000 - $110,000 base pay.
The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.
FULL-TIME BENEFITS
Medical, Dental, and Vision benefits.
Life Insurance and Long-term disability plans.
Flexible Spending Account.
401K matching.
Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching.
Wellness Programs.
Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only).
Career Path Opportunities.
Discounts on Parks, Museums, Movie Tickets, and Attractions.
Employee Loan Assistance.
Annual Flu Shot.
Paid Vacations Days.
Paid Sick days.
Paid holidays.
HGym (available in our Los Angeles, CA & Dallas, TX office).
Rental Car Discounts, Dell Member Purchase Program.
UKG Wallet.
ACKNOWLEDGMENTS
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.
#J-18808-Ljbffr