Genesis Financial Solutions, Inc.

Manager, Contact Center Strategy Execution

Job Locations US-OH-Akron | US-OR-Beaverton
ID 2020-1490
Category
Ops Administration
Type
Regular Full-Time (Exempt)

Overview

Join the nation’s leader in second-look finance servicing as our Contact Center Strategy Execution Manager!

 

Summary:

Are you ready to be a part of an organization that challenges the status quo, open to opportunity, and allows our employees to have immediate impact on the business? Do you thrive in an environment that deals with monitoring schedules, operational metrics and monitoring call volume? If that sounds like you, let’s talk about why Genesis is a great career move!

 

As the Contact Center Strategy Execution Manager, you will have a high-profile role on a high impact team.  Your primary responsibility will be to manage the development and execution of our IVR and Dialer campaigns.  We are looking for a strong team leader who will work with a great group of analysts to ensure execution and documentation is completed in a timely and high-quality way, with clear communication across the organization.  This position offers growth opportunities for someone who is passionate about ensuring strong process and execution of high impact business systems.

Responsibilities

As our Contact Center Strategy Execution Manager you will:

  • Lead and develop a team of Production Analysts.
  • Manage and work to implement new Dialer and IVR systems as part of a corporate technology transformation and modernization program.
  • Strategize and execute change management procedures to drive work prioritization, documentation and planning.
  • Be responsible for high quality execution of dialing strategies, ensuring compliance with applicable laws and regulations.
  • Ensure the proper execution of IVR and call routing strategies, including the proper functioning of all IVR scripts and adherence to compliance guidelines.
  • Certify all operational strategies are properly documented and that appropriate change control policies are followed when any change to any operational strategy or system is implemented.
  • Head efforts to test and audit the proper functioning of call center strategies to ensure execution has not deviated from prior documented plans.
  • Liaison and partner with risk management, collections, customer service, compliance, and IT to execute proper strategy testing and ensure operational strategies are optimal for both the business and are appropriate given system capabilities.
  • Manage vendor relationships and proactively offer value-added recommendations in regards to how technology is being used in the call center.

Qualifications

Requirements:

  • Minimum of three years of related recent work experience. Minimum 3+ years of Direct work experience with call centers and call center systems and vendor relationships including predictive dialers and interactive-voice-response (IVR) technology.
  • Minimum of 1 year of people management experience, and/or of project management experience preferably with analysts or technical staff.
  • Basic proficiency with SQL is preferred.
  • Clear ability to think strategically and analytically.
  • Excellent communication skills, effective relationship management experience including comfort communicating with Executive leadership.
  • Tenacious self-starter, committed to delivering results and following through with business goals.

What’s In It For You:

  • Robust health insurance including individual and family Medical, Dental and Vision insurance
  • Peace of mind with Life and AD&D Insurance
  • Protect yourself with company paid Long-Term Disability
  • Save on taxes with Flexible Spending Accounts
  • Relax and recharge with Paid Time Off (PTO) Program
  • Financial health with 401k plus employer match up to 4%
  • 6 paid holidays per year plus 1 paid floating holiday to use at your convenience
  • We invest in your future through Tuition Reimbursement and ongoing Learning & Development
  • Take care of your well-being through Wellness perks

About Genesis

Genesis Financial Solutions is one of the nation’s largest non-prime credit card servicing businesses.  We serve almost 3 million consumers through two channels: Private Label Credit Card Servicing and direct-to-consumer MasterCard options that we service on behalf of our issuing bank partners. We specialize in second-look finance servicing for consumers who are turned down by a prime lender, yet are just slightly below the prime threshold. We are a company of seasoned consumer finance professionals who believe that everyone deserves the opportunity for both quality credit financing, and the chance to rebuild their credit. With our help, non-prime consumers can buy quality products and services without depleting their savings account. 

 

Genesis Financial Solutions is an equal opportunity employer (EEO).

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