U.S. Bank Dialer Operations Manager in Saint Louis, Missouri

Dialer Operations Manager

Manage a team to support departmental inbound and outbound objectives through day-to-day execution and monitoring of outbound dialer job performance, inbound and blend application changes, creation and production of daily reports, ad-hoc data analysis, troubleshooting of production issues, and operations support of multiple call centers and diverse groups. Participate and take an active role in projects and/or support the implementation of new technology.

Functions

  • Manage a team of 8 contributors

  • Develop dialer calling strategies, jobs, and selections setup, testing, monitoring, and verification

  • Track outbound and inbound key performance indicators; ensure accuracy and timely distribution of operational reports

  • Review and analyze campaign results and adjust to provide optimum performance

  • Manage dialer campaigns to ensure business strategies are implemented as required

  • Implement and monitor procedures to ensure investor and regulatory compliance requirements are met

  • Provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators

  • Assist in the planning, implementation, maintenance, and monitoring of all Avaya Dialer and ACD systems

  • Analyzing collection trends including the ability to produce, understand, and analyze efficiency or gap reports to recommend process changes/updates

  • Maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours

Qualifications:

Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • Eight to ten years of operations experience in the financial services industry

  • Four or more years of supervisory/management experience

Preferred Skills/Experience

  • Direct operation management of Avaya PDS dialer and Avaya ACD technology

  • Experience or exposure with additional call center technologies such as IVR and workforce management

  • Ability to conduct analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations

  • Ability to develop test schedules, review testing plans, track test issues and report on test results

  • Proficient computer skills, especially Microsoft Office applications

  • Strong planning and organizational skills

  • Strong analytical and problem-solving skills

  • Effective verbal and written communication skills

  • Ability to work as part of a project team

  • Basic understanding of project life cycle methodology (PLM) and testing methodology/procedures

Job: Operations

Primary Location: Texas-TX-Irving

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 180031562

Other Locations: Kentucky-KY-Owensboro, Oregon-OR-Gresham, Ohio-OH-Cincinnati, United States

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.