About this job
The Senior Manager, Dialer and Workforce Management will be responsible for leading the Dialer and Workforce Management teams for the CarMax Auto Finance (CAF) contact center by guiding the team to reach solutions for complex problems. This role oversees Dialer administration & functionality, optimizing dialer strategy, optimize scheduling, oversee, and provide productivity reporting for over 400 Associates. Duties include but are not limited to ensuring front line managers are effective in overseeing and effectively managing their team’s ability to monitor and surpass KPI’s including inbound service level, abandon call rates list penetration, scheduling, adherence to schedules, dialer campaigns, contacts per paid hour and contact strategy.
What you will do
In this role, the Sr. Manager will leverage his/her management skills to lead this team in setting clear expectations and success measures and ensuring managers 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. Will ensure both internal and external customer service is an integral part of success. Key responsibilities of the role include:
Building World Class Dialer and Workforce Management teams that optimize overall performance and successful Contact Center operation.Responsible for creating a team that assumes a high level of accountability to execute and achieve day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports, and list strategies.Ensure effective schedule creation for Contact Center Associates including start time, breaks, lunches, and meetings to maximize performance efficiencies and effectiveness.Manage dialer strategy, performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI’s are surpassed.Support managers in executing dialer strategy for a variety of departments.Oversee Managers managing daily campaign strategies and ensure campaign loads are penetrated efficiently and effectively including left messages via human or virtual campaigns. Evaluate and adjust campaign strategy based upon evaluation of performance metrics.Communicate performance around both simple and complex messages around performance to various stakeholders. Responsible for development, testing, implementation, and production of daily business reporting.Has a clear technical understanding of the functional areas the team supports and ensures te team completes regular Quality Assurance monitoring of the dialer systems and processes.Ensure alignment and compliance with FDCPA, TCPA, WDS, Federal and State compliance requirements.Provide leadership, guidance, and day to day support for the Dialer and Workforce management teams including measurable goals and objectives for the team.Identifying and implementing process improvements.Purpose of the role
The Senior Manager of Dialer and Workforce Management is a subject matter expert in their team’s craft and has a passion for knowledge and technologies with the applications they oversee to support the CarMax Auto Finance business and create best in class functionality for the teams to execute business strategies with the greatest efficiency. The candidate for this role will have a strong business acumen, leadership skills and practical system experience in Dialer/CMS and Workforce Management Systems. The candidate will also have strong analytical skills, including an extensive understanding of how to interpret department business needs and translate them into application and operational requirements and effectively manage the team to execute the requirements. Communicating and collaborating with leaders across the organization is necessary for this role to ensure calibration and collaboration across the business. In addition, this role is actively involved in the management and development of the members of this team and plays a key role in identifying and growing talent for the organization.
Qualifications and Requirements
Bachelor’s Degree in business or computer science fieldMinimum 5 years of related call center technology and previous team leadership experience in a high-volume contact center; Prior collections experience preferred.Ability to provide leadership, direction, and support for a 6-day week operation.Working knowledge of CMS reporting and scheduling software programsAbility and willingness to lead change and drive accountability through sound change management.About CarMax
CarMax disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.
Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.