GreenSky Administrative Services LLC

Workforce Manager

Job Location(s) US-GA-Atlanta
Posted Date 2 weeks ago(10/13/2020 9:01 AM)
Job ID
2020-4411
# of Openings
1
Category
Collections

Overview

Position:   Workforce Manager - Collections

 

Role Summary:

The Workforce Manager – Collections is responsible for the oversight and daily operations of the Collections Department dialer, agent scheduling, and the dialer staff.  This position’s primary responsibility is to ensure departmental effectiveness by contributing to the development and implementation of dialing strategies, training and developing the dialer analysts while adhering to all applicable laws, company policies and best practices.

 

Location:    Atlanta, Georgia or Crestview Hills, Kentucky

 

Travel:        Minimal travel if any is required.

 

Shift:  Mon-Fri 8:00am - 5:00pm with occasional Saturdays (1 or 2 times per quarter)

 

Organizational:   This position is a member of the Workforce team and will report to the Sr. Director of Workforce Management.

Duties & Responsibilities

  • Strategize, Collaborate, and Implement dialing strategies that lead to improved contact rates and achievement of department KPI’s.
  • Manage, document, and refine intra-day activities and execution.
  • Improve the operational systems, processes, and policies in support of the departments mission of – “Right people, Right place, Right time”.
  • Play a role in strategic and tactical planning, including an initiative geared toward operational excellence across multiple locations.
  • Implement workforce management best practices to achieve improved operational efficiency in the areas of agent scheduling, agent time management and outbound contact rates.
  • Contribute to regular meetings with leadership around department objectives and KPI’s.
  • Assist Front Line Managers with unique reporting on individual agents.
  • Coach, Train and Lead the Dialer Analysts and others on the Work Force team as assigned.

Required Skills/Qualifications

Work Ethic and Communication

  • Excellent communication skills both verbal and written
  • Focused on creating a collaborative work environment and high performing team
  • A demonstrated commitment to high professional ethical standards and looking at situations from several points of view
  • Excellent computer skills with a strong proficiency in Microsoft Office
  • Excels at operating in a fast paced, evolving, and diverse environment
  • Ability to challenge and debate issues of importance to the organization

Education & Experience

  • Bachelor’s Degree or 5+ years’ experience in a contact center environment
  • Minimum 3 years leadership in Call Center Operations or a support role (WFM, QA, Learning and Development, etc.)
  • Experience using an outbound cloud-based phone system
  • Previous collections experience a plus

Desired Skills & Qualifications

  • Experience with Live Vox and/or Genesys Pure Connect a plus
  • Strong analytical ability and detail oriented
  • Knowledgeable in FDCPA, TCPA, FCRA
  • Clear and concise communicator (both written and oral)
  • Track record of collaborating with cross functional teams on department initiative

 

GreenSky is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.

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