UGA Finance is a growing financial technology company that offers consumers credit options at the point of sale. We are a leader in providing financing and servicing for unsecured lending in key verticals, including Education, Medical, Membership and Consumer Goods. From their professional development programs to their collaborative and inclusive workplace, this client will be a rewarding place to build a career.

Our new, state of the art building in downtown Parkville offers an engaging work environment, employee amenities, and growth opportunities for our company.

We are looking for a Dialer Manager who will be responsible for administering day-to-day operations of the contact center dialer and maintaining service levels across all multi-functional areas.

Some of the responsibilities will be:

• 
  Manage, configure, and design enhancements for LiveVox to optimize performance, compliance, and agent and customer experience
• With limited direction, develop and translate business requirements to technical specifications
• Create technical designs for enhancements or refinement of integrated call center technology with a focus on outbound dialer collections and some customer service campaigns
• Perform ongoing system maintenance, research, problem resolution and on-call support, according to defined plans
• Independently perform testing and design scenarios/projects to optimize performance of platforms
• Perform or assist with integration and system testing, according to detailed test plans to ensure high-quality systems
• Assist business partners with User Acceptance Testing
• Independently support processes related to the implementation and ongoing management of production systems, including integration of purchased solutions
• Works cross-functionally to deploy multi-faceted integrated design, to all Account Servicing groups
• Ensure complete compliance with all federal, state, and organization regulations for call center technologies including Telephone Consumer Protection Act (TCPA) and Do Not Call (DNC) requirements

Change Management is a huge plus for this position as they will be changing the Dialer for the company. And a clear understanding of regulatory policies.

General Duties

• Attends management meetings.
• Attends applicable training programs.
• Assists on other special projects as needed or requested.
• Presents professional business appearance.
• Performs other related duties or special projects as assigned or requested.

Equipment Used - Personal Computer/Laptop, Multi-functional Printers, Microsoft Office, Multi-line telephone

Education/Experience

• Bachelor's Degree or equivalent experience. Three to five years of experience in system administration field is preferred.

Skills and Knowledge

We are looking for:

• 3+ years of predictive dialer management experience in a Call Center environment
  • Collections experience preferred, as well as LiveVox and Salesforce Experience.
• Solid project management skills including demonstrated project work with integrated telephony and/or automated dialer technology
• Microsoft office software suite (Word, Excel, PowerPoint, etc)
• Proficiency in working with agent experience and change management around dialer adoption and process improvement
• Proficient in Web Development languages/systems, and strong computer skills.
• Ability to manage, coach, and develop the skills of the development team.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several variables.
• Proficient in data manipulation and cleaning.
• Strong documentation and training skills.
• Excellent organizational and time management skills.
• Understanding integration scenarios and design.
• Self-motivated.

UGA Finance provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.