Manager - Contact Center Workforce
Location: Chesterfield, Missouri
Description: Mohela is at present looking to employ Manager - Contact Center Workforce right now, this job will be settled in Missouri. For detail informations about this job opportunity please give attention to these descriptions. General Statement of Duties:
Responsible for contact center workforce duties including but not limited to: contact center agent scheduling, adherence, ! achieving service KPI’s and balance budget/labor targets. Responsible for schedule forecasting
of inbound and outbound call volume and agent off phone tasks. Responsible for Predictive Dialer and Virtual (push to talk) due diligence campaigns to achieve CASH, FFELP and DL requirements. Leads workforce team and directs efficient, successful implementation,
administration of workforce platform, processes and design to improve the agent and customer experience. management
Essential Duties and Responsibilities:
WorkForce:
Responsible for leadership and management of inbound and outbound contact center phone system. Responsible for workforce system optimization by investigating, documenting and partnering with Contact Center System Analyst on
enhancements and issue resolution. Responsible for inbound and out bound call balance and priority within SL requirements. Responsible for leading team on prioritizing agent offline activities, a! gent schedules, intra-day monitoring, identifying workload
workflow monitoring. Proactively communicates to management of potential average call waiting and service level issues and handles critical issues and outages with urgency and creation and execution of a plan.
Collections:
Manage collection activity to ensure that all due diligence requirements are met in order to comply with regulatory and guarantor requirements to maintain the guarantee on FFELP student loans. In addition, for Direct Loan
volume, manage collection activity to ensure all due diligence requirements are met in order to comply with regulations as well as assuring maximum monthly income from FSA. Maintain a strong working knowledge of system driven LPD tables in which collection !
calls, e-mails and skip tracing are scheduled. Strive to set goals and adjust calling patterns in order to achieve a maximum contact rate with borrowers in order to resolve delinquency. Have a strong working knowledge of the auto-dialer equipment to assist
in any trouble-shooting situations, programming recommendations, monitoring call activity and reporting. Make any recommendations to help improve dialer efficiencies and customer contact. Create standards and requirements to execute requested special campaigns
from the Default Recovery Manager. Responsible for coordination of dialing strategy and schedules and balance out due diligence requirements with scheduled special call campaigns.
Portfolio Management:
The Call Center Outbound manager will be required to actively manage, track and forecast the statuses within the FFELP, DL and Cash loan portfolios and create and utilize tracking and forecasting tools to develop
due diligence campa! igns for both the FFELP and Direct Loan portfolios. For the FFELP and C! ash Loan programs, the management of the portfolios will assist with reducing delinquency which in turn will increase cash flow via payments and reduce costs associated
with loan defaults and claim filings. For the Direct Loan portfolio, MOHELA’s fee income for DL loan volume is based upon loan status and level of delinquency. Active management of the DL loan portfolio will allow for implementation of various call, US
Mail and e-mail campaigns designed to maintain minimal delinquency levels on the DL portfolio to assure maximum monthly income for MOHELA.
Training: and Developing Organizational Talent â€"
Motivating and inspiring team to achieve their highest potential. Provide ongoing coaching and performance feedback. Provide the opportunities and tools direct reports need to grow and gain
the skills and knowledge needed to realize their potential. Attract talent and selecting high caliber people of diverse cultures, backgrounds and e! xperiences. Adapt style to capitalize on different talent. Facilitates and/or partners with Training department
for agents workforce systems training and accountabilities. Identify developmental needs and opportunities. Establish expectations and measure performance and productivity standards. Recognize accomplishments.
Forecasting and Reporting
Qualifications:
Bachelor degree required. 3 years of related experience in a contact center. 2 years supervisory and/or coaching experience.
Computer Skills: Workforce System - preferred, Intermediate to Advanced Excel, MS SharePoint preferred
Should have ability to effectively communicate with and engage all levels of the organization including Board of Directors, Executive Officers, and Senior! Management.
A proven track record of successfully directing a! nd implementing change in personnel, strategic initiatives and operational directions.
Strong infrastructure, team building, and process management skills.
The ability to work effectively with other departments and understand the operational and cultural issues relevant to achieve superior operations within their units.
Should be able to judge talent, recruit and develop outstanding individuals who will serve as future leaders in the organization.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.
To build a diverse workforce, MOHELA encourages applications from individuals with disabilities, minorities and veterans.
In compliance with the American Disabilities Act Amendment Act (ADAA), if you have a disability and would! like to request an accommodation in order to apply for a position with MOHELA, please call 636.532.0600 x3571 (Dan DeBoer) , TDD 7-1-1, or email hr@mohela.com
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If you were eligible to this job, please deliver us your resume, with salary requirements and a resume to Mohela.
Interested on this job, just click on the Apply button, you will be redirected to the official website
This job starts available on: Wed, 10 Jul 2013 14:57:27 GMT
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