Credit Business Systems Manager

Credit Business Systems Manager

Dialer and Call Management Experience

Current system being used is LVOX, an Avaya product

Will manage team of 4 (including the Manager 5)

Experience with phone communication systems

Some IT ability, SQL, Analyst (to be able to manipulate dialing programs for metrics development and campaigning)

Position Overview

Contact Center Systems Manager will be responsible for managing companies systems to ensure that contact center business objectives are met and drive the efficacy of strategy. Management responsibilities for a team of employees, including intraday and dialer management. This role will ensure the accuracy, quality, and delivery of performance and productivity results for contact center operations.

Position Description

• Lead and provide strategic direction to staff and vendor support teams.
• Oversee effort to test, debug, and analyze performance and document system upgrades.
• Generate and develop reporting of the statistical performance to proactively analyze data, provide feedback and solutions to areas of concern to the leadership team. Provide performance metrics in real-time to ensure the efficiency and success of the system performance.
• Advises and recommends changes to management for growth, technology advancements, and business-based processing improvements
• Ensures appropriate attention to system back-up and recovery processes; assists in the determination of proper disaster contingency measures.
• Create Ad-Hoc reports as needed to support the needs of the contact center and ensure that the key deliverable of the contact center are met
• Work closely with contact center leadership team providing solutions
• Partner across business lines as needed to support champion/challenger production testing
• Ensure regulatory, and business compliance risk is managed effectively
• Troubleshoot system issues and identify solutions for continuous performance of the Omnichannel systems
• Other duties as delegated, inclusive of special projects, meetings, and presentations
• Manages applicable projects by overseeing the staff and activities including, but not limited to; delegating project assignments and monitoring subordinates as they gather requirements, research potential solutions, document the scope of projects, and present recommendations to management to ensure projects are timely, successful, and consistent with organizational goals and departmental policies to meet project deadlines
• Develops and performs quality control procedures to ensure timely and satisfactory support functions by directing, coordinating, and assisting in design changes to business application procedures and usage by consulting with managerial and business analysis personnel to clarify business intent, recommending changes for increased efficiency

Position Requirements

• Minimum 5 years of experience in Dialer/IVR-ACD/Contact Center/Telephony operations
• Minimum 3 years of experience in Contact center operations, WFM experience preferred
• Experience with LiveVox telephony platform preferred or other dialing platforms required
• Proficiency or strong working knowledge of SQL, SAS or other programming language a plus
• Experience with CRM a plus
• Excellent organizational skills and the ability to work in a fast-paced contact center environment adapting quickly to a changing environment
• Available to be On-Call to support a seven day a week contact center operation
• Proven ability to assess, analyze and provide solutions to concerns that occur
• Previous contact center analysis and troubleshooting required, highly analytical and familiar with contact center performance indicators
• Proven ability to manage a significant workload within short timelines
• Excellent analytical skills and strong decision-making abilities
• Excellent communication skills to include verbal, written, and interpersonal skills plus an ability to work effectively with internal clients and all levels of management, including executives.
• Advanced proficiency in MS Office suite

B.B.A. or B.S. in Computer Science, CIS, or MIS, or documented work experience in the field (minimum of 5 years)