SWBC is seeking a talented individual to identify, develop, and implement dialing campaign strategies in alignment with multi-client contractual requirements and rapidly evolving business needs. This role closely monitors and analyzes gaps in resource optimization and campaign performance and makes changes in real-time to ensure that daily and monthly strategic objectives are consistently met. This individual leverages experience and knowledge of complex contact strategies and dialing technology to maximize the effectiveness and efficiency of all call center resources, including technology and workforce.

Why you’ll love this role:

In this role, you’ll enjoy a fast-paced position that allows for a great balance between independence and teamwork. This is a mid-level Dialer Administration position with heavy emphasis in Genesys dialer and collection software.

Essential duties include the following:

Responsible for day-to-day administration and monitoring of workload distribution system and dialer application, including development of dialing campaigns, calling lists, filters, reports, and list strategies through real-time monitoring. May make independent decisions regarding daily strategies within provided guidelines.Export and load information from work distribution system and/or from other databases into the dialer application.Support the establishment of new client set-ups and maintains dialer, daily production, client, and workforce monitoring reports.Work in automated sales management tools (i.e. SalesForce, ZenDesk, SNOW).Monitor/track incoming account volume.

Serious candidates will possess the minimum qualifications:

High school diploma or GED required.Some college coursework in Computer Operations or Business Administration preferred.Structured Query Language (SQL) experience preferred.Genesys or other dialer related software certification preferred.Minimum of two (2) years of experience in collections/operations.Proficient knowledge of business processes.Working knowledge of applicable laws and regulations.Proficient organizational & planning skills.Advanced multi-tasking and collecting and analyzing data skills.Basic negotiation skills.Proficient managing priorities and deadlines and problem-solving skills.Able to communicate and interact effectively via verbal and written communications.Able to work collaboratively and build relationships and analyze, organize, and prioritize work.Able to be adaptable.Working knowledge of Microsoft Office Suite, including Outlook, Word, and Excel.Able to use basic office equipment, including copy machine, personal computer, and fax.Able to type 35 WPM.Able to travel locally or nationally by car or plane.Sit for long periods of time performing sedentary activities.Stand, stoop, and kneel to file for long periods of time.Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

SWBC offers*:  

Competitive overall compensation packageWork/Life balance Employee engagement activities and recognition awards Years of Service awardsCareer enhancement and growth opportunities Leadership Academy and Mentor ProgramContinuing education and career certifications Variety of healthcare coverage optionsTraditional and Roth 401(k) retirement plans Lucrative Wellness Program

*Based upon employee eligibility 

     

Additional Information:

    

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

    

Please note, SWBC does not hire tobacco users as allowed by law.

    

To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.