Dialer Management Director

Overall responsible for configuring and administering dialer set up and maintenance on multiple campaigns and geographiesCreate/configure, monitor and control campaigns and systematic programming to help manage inventory and drive business goalsClosely coordinate with the Clients, Operations, Compliance, and IT teams to deploy strategiesRun reports to show analysis of the productivity of the dialing campaignsDevelopment of analytics and insights for the Clients and Operations teamProvide recommendations on go-to strategies driving efficiency and business outcomesAdministration and reporting on call management softwareBuild an effective dialer management team through collaboration and personnel developmentPerform other duties as assigned

QUALIFICATIONS

Minimum of 10 years of related Dialer/Voice management experience on Collections program required and 5 years as a people manager capacitySkills/Experience/Technologies/Tools: Configuring, Maintaining & Administering different dialers (eg: Livevox, Five9, Noble, Aspect, CISCO etc), Dialer hardware and software applications, US State Laws/Federal Laws pertaining to debt collection.Experience in UK and other regions debt collection regulations and practices an advantageDemonstrated strong ability to analyze processes, enact change and think operationally and strategically to achieve business goalsDemonstrated ability to work effectively as a business partner within a larger client frameworkDemonstrated ability to successfully manage excellent customer/client relationships.

Sitel is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, age, marital status, veteran status or disability status.

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.