Dialer Analyst
About The Position
Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citron, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience. Salary and Benefits: At Stellantis Financial Services you can make a difference in a crucial role in our high performing culture. We offer career development opportunities, competitive pay and great benefits including: Position Summary : Our Dialer Analyst is responsible for managing the Dialer system and Workforce Management to ensure that all call centers operate effectively and efficiently. This is achieved through proper monitoring of the campaigns and allocation of resources. A great understanding of reporting tools and call center metrics are critical in this role.
Requirements
- Minimum 1 year experience of Dialer Management and WFM
- High school diploma and/or GED
- Overtime required Maybe Required
- Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Houston, TX; Phoenix, AZ
Nice To Haves
- Previous Dialer and reporting experience is preferred.
- Genesys system experience preferred.
Responsibilities
- Provide real-time dialer support to ensure strategy execution and workforce objectives, including system testing and compliance with outbound dialing regulations.
- Enhance campaign and agent productivity through effective interaction with department leaders and development of dialer strategies.
- Generate daily and weekly reports featuring KPI metrics, call volume trends, and staffing summaries to guide decision-making.
- Utilize expertise in Genesys Cloud CX and other dialer systems for efficient call management and system optimization.
- Analyze historical call data to forecast volumes accurately, adapting to growth, seasonal changes, and special events for optimal staffing.
- Develop schedules that meet business goals and employee needs, ensuring service levels and revenue targets are achieved.
- Provide comprehensive WFM reporting and strategic recommendations to executive management for continuous improvement in service and staffing levels.
Benefits
- Health insurance (medical, dental, prescription drug, vision) and savings/spending accounts
- Virtual office visits
- Employee Assistance and Wellness Programs
- Company provided life and disability insurance
- Supplemental insurance (life, critical illness, auto, pet, identify theft and legal services)
- Employee Assistance and Wellness Programs
- Tuition reimbursement
- Paid Time Off (holidays, vacation flex, and sick days)
- Vehicle discounts for loans or lease
- 401 K
- Referral bonus
- Enjoy our comfortable causal work environment
- Growth Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
