Easter Seals Jobs

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The Dialer Operations Support Supervisor is responsible for leading Carrington’s Dialer Support and Dialer Operations teams and successful monitoring of the workforce management system and inbound/outbound dialer campaigns for designated business units within the organization. Motivates and supports teams in the production of weekly schedules and daily operational tasks, and adjustments and configuration changes needed to the campaigns and/or projects. Performs all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay for this position is $85,000.00/yr - $100,000.00/yr plus annual bonus.

What you’ll do:

• Responsible for leading Carrington’s Dialer Support and Dialer Operations teams and successful monitoring of the workforce management system and inbound/outbound dialer campaigns for designated business units within the organization

• Carry out Supervisor responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; monitoring performance, rewarding, and disciplining employees; and addressing complaints and resolving problems

• Provide leadership and guidance to staff, communicating areas of opportunity, coaching and development to Manager

• Train and develop employees to use real-time tracking tools to identify and resolve issues that impact customer and employee experience

• Assist Manager with hiring and development of employees

• Analyze duties and delegate work into manageable assignments across the Dialer Support and Dialer Operations Teams to achieve maximum proficiency

• Troubleshoot, resolve, or escalate issues for Dialer Support and Dialer Operations

• Leverage experience and knowledge of dialer strategies and technology to maximize effectiveness and efficiency of all resources, including technology and workforce

• Design, develop and maintain Workforce Management (WFM) reporting tools and processes to ensure long-term success

• Lead Projects to implement new features/modules/upgrades to drive the success of the business

• Make recommendations to direct management and/or senior management on the most effective strategy to deliver on service level agreements

• Lead the effort of building staffing strategies that support multi-skilled business units via call, chat, email, etc.

• Continually work to maintain and improve systems stability and performance through ongoing maintenance and testing

• Develop and nurture partnerships with leadership, business units and other departments, working to understand their needs and proactively share standard methodologies and best practices

• Ensure dialing systems and procedures are in compliance with government regulations

• Identify and drive process improvement opportunities to increase productivity, performance and client satisfaction, this includes assisting in the design and development of KPI’s related to call metrics

• Ensure all required workforce management data is captured and reviewed to identify and discuss trends with upper management

• Knowledge of relevant and industry-specific computer software packages preferred

• Knowledge of Microsoft Suite of applications (Word, Excel, Outlook, etc.)

• Knowledge of standard data analytic principles and methodologies

• Knowledge of auto dialer operations and concepts

• Excellent knowledge of all phases of workforce planning and forecasting

• Basic statistics knowledge and ability to comprehend and analyze dialer output data

• Strong technical aptitude and analytical skills

• Excellent written and verbal communication skills are required to interact effectively with employees across all levels of the business as well as external teams

• Demonstrate decision making and complex problem solving skills

• Technical, project management, implementation and process improvement skills

• Proven strong interpersonal, written and communication skills with the ability to communicate effectively to a wide range of positions within the company in a diverse environment

• Maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

• Superior demonstration of ability to influence others and manage change to align with strategic direction

• Ability to clearly and concisely explain volumes and staffing trends and implications to management team

• Ability to maintain confidential information

• Ability to make decisions that have moderate impact on the immediate work unit and monitor impact outside the immediate work unit

• Ability to work a flexible work schedule as needed based upon business needs

• Solid attention to details and deadlines with a high commitment to accuracy and driving accountability

• Foster a culture of candor, trust and respect to cultivate strong working relationships and engagement

What you’ll need:

• Bachelor’s degree plus three (3) years’ experience in workforce management (“WFM”) or five plus (5+) years of experience in workforce management

• Three (3) years’ experience with a Dialer platform is required with demonstrated understanding and capability in managing the dialer in an environment that includes inbound and outbound IVR

• Five plus (5+) years of contact center experience required

• Proven experience with Aspect WFM tools or another WFM platform

• Experience with Microsoft Office applications (i.e. Excel, Access, etc.) for data analysis

• Experience with automated dialing software

• Experience working with cross-functional change within large organizations

• Experience working in a fast-paced environment with the ability to appropriately prioritize workload and plan for resources to meet deadlines and goals

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

• Customized training programs to help you advance your career.

• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

• Educational Reimbursement.

• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

EEO/AAP Employer

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.