What are the responsibilities and job description for the Sr Manager Contact Management position at Westlake Services, LLC?
Senior Manager, Dialer Management
Los Angeles, CA | On-site
Westlake Financial is the largest privately held finance company in the Nation.
We are committed to growing and strengthening our organization by hiring the people that make Westlake World ( our culture ) what it is. Through hiring the best fitting applicant and supporting our people in further developing their skills, we transition our Applicants into Westlake Warriors ( our people
With 30% YOY growth and assets of 24 Billion, we are always looking to acquire talented individuals as we expand our presence in the Auto Finance Industry. Westlake Financial believes in PEOPLE with the PURPOSE and PASSION to assist our more than 22,000 dealer partners throughout North America.
WESTLAKE WARRIOR | Sr. Manager, Dialer Management
A Senior Manager of Dialer Management plays a crucial role in overseeing and optimizing contact center operations for Westlake Financial. This senior-level position requires a blend of technical expertise, strategic thinking, and leadership skills to drive contact center performance and ensure regulatory compliance. This role oversees dialer administration & functionality, optimizing dialer strategy, optimize scheduling, oversee, and provide productivity reporting. Manager must be open to flexible hours.
This position could report to our LA office, Las Vegas, NV or Dallas, TX
DUTIES, TASKS, RESPONSIBILITIES (include, but not limited to)
Dialer System Management
- 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.
- Manage and optimize dialer systems, such as Alvaria (Noble / Aspect), Genesys, Cisco, or Five9.
- Ensure daily call records are received and campaigns start on time.
- Monitor outbound campaigns to meet KPI targets including abandon rates, calls per hour, RPC, PTPs and others.
Strategy Development and Optimization
Compliance and Regulations
Data Analysis and Reporting
Team Leadership
KNOWLEDGE, SKILLS, LICENSES
Technical Skills
Industry Knowledge
Soft Skills
EDUCATION
EXPERIENCE
PHYSICAL DEMANDS
SUPERVISOR RESPONSIBILITIES
Leadership and team management capabilities.
PAY RATE :
FULL-TIME BENEFITS
ACKNOWLEDGMENTS
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and / or interview process should notify a representative of the organization.
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Salary : $90,000 - $110,000
