Dialer Supervisor

ESSENTIAL DUTIESDelinquent account collections.Meet monthly performance goals and metrics; plan strategies needed to provide maximum collection on delinquent accountsDirectly manage daily predictive dialer operations; strong working knowledge of dialer technology and softwareTrain, coach and motivate associatesLeverage existing leadership skills to generate maximum production from Dialer Group.Ensure compliance with company policy and pertinent regulationsProvide support to associates in need of special payment solutions and workout programsManage staff schedule, time keeping and related functionsPersonally call delinquent accounts when necessary to inform customers of the status of their accounts and make payment arrangements.Any other functions needed to achieve goals and performance standards for the company


QUALIFICATIONS / REQUIREMENTS:Minimum 3 years hands-on, operative predictive dialer experience including dialer campaign setup including unattended and agent-attended campaigns.Experience with Liberation6000, Ensemble Pro, Castel, or Davox highly desirable.Direct experience analyzing portfolio of collection or loan accounts to develop most efficient and effective strategy; ability to present analytics in a clear and professional manner.  Ability to identify delinquency trends, roll rate comparisons, Strong staff retention and motivational skills to minimize turnover, increase performance, instill a hard work ethic, inspire associates and make the workplace enjoyableModerate to Proficient Software Experience with MS Excel and Access.  Optional experience with VBA, Cognos, SAS.  General work experience with other common office software.Minimum Education: High School degree with 10 Years Collections and Predictive Dialer Experience; or Bachelors Degree and 2 years Predictive Dialer Experience as described previouslyAbility to schedule staff  in accordance with Dialer group strategiesWork experience in collections, credit portfolio management or sales revolving around predictive dialer environment.




LANGUAGE SKILLS

Must be proficient in both English and Spanish including ability to read, write and speak.  Must have ability  to present studies and written materials in a professional manner. 




OTHER SKILLS / ABILITIES

Must be energetic, self-motivated and have a production mentality.