Offer summary

Qualifications:

Bachelor's degree preferred or 8+ years of experience in workforce management teams., Strong quantitative and analytical skills., Highly proficient in Excel and experience with contact center workforce management tools., Experience with Genesys and SQL preferred..

Key responsabilities:

Supervise all collection campaigns and manage dialer settings to optimize performance.

Provide training on the dialer process and predict agent needs for calling campaigns.

Monitor call connection dispositions and report on sales KPI ratios.

Coach and mentor the team to enhance performance and ensure operational efficiency.

Job description

Description

Position at loanDepot

Position Summary:

Responsible for supervising the Dialer team in creating and maintaining a strong relationship with multiple business units to provide highly effective contact center solutions for daily operations using several technology platforms including Genesys Dialer and various reporting technologies. Establishes effective relationships with internal and external partners including Finance, Business Systems, IT, Data Management and Continuous Improvement as well as company leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Develops and motivates employees through regular coaching and feedback which leads to improved results in achieving overall Operations department goals.

Responsibilities:

Responsible for supervising all collection campaigns and performance, including the creation of campaigns, the pacing and dialing mode of the Dialer, management of abandonment rate, service levels, maximizing contact rates, and compliance to all regulatory requirements including TCPA.
Creates and provides consistent and recurrent training on the dialer process. Effectively predicts the number of agents and dialer settings to maximize calling campaigns.
Implements, controls and evaluates calling strategies on the predictive dialer; recommends dialing strategies and campaigns to optimize performance.
Monitors and reports on call connection dispositions such as voicemails, inbound calls and callbacks to establish sales KPI ratios.
Reviews technological impact to day-to-day operations in order to provide in-depth strategic solutions to different business units; continuously innovates to improve the performance of the dialer.
Monitors campaign and troubleshoots by partnering with the technical support team regarding dialer irregularities; works to maintain high levels of call efficiencies.
Coaches and mentors’ team to optimize performance, drive consistency, and ensure growth of skills. Manages and monitors team schedules, attendance, schedule adherence and productivity.
Creates and maintains process and procedures for all dialer job functions.
Effectively builds strong relationships across multiple business areas to continuously build and improve operational efficiencies.

Requirements:

Bachelor's degree preferred, and/or eight (8) + years of experience leading highly motivated, high-performing workforce management teams with forecasting, capacity planning and real-time workforce management.
Mortgage and/or Financial Services experience a plus.
Strong quantitative/analytical skills.
Highly proficient in Excel.
Proficient experience with contact center workforce management tools (i.e. Genesys, Verint, eWFM/IEX).
Genesys experience preferred.
SQL experience preferred.

Why work for #teamloanDepot:

Aggressive compensation package based on experience and skill set.
Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
Work with other passionate, purposeful, and customer-centric people.
Extensive internal growth and professional development opportunities including tuition reimbursement.
Comprehensive benefits package including Medical/Dental/Vision.
Wellness program to support both mental and physical health.
Generous paid time off for both exempt and non-exempt positions.

About loanDepot:

loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.

Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this roles is between $69,000 and $120,000. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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