Job Description
Job Title: Manager, Dialer Controls & Operations
Location: New Castle or Newark Delaware
Industry: Financial
Job Overview:
Theoris Services is assisting our client in their search for a Manager of Dialer Controls and Operations to work in a hybrid position located in Newark or New Castle Delaware. This individual will provide Team leadership & technical oversight with the ability to develop dialer administrators, establish clear procedures/job aids, assign ownership, and independently validate the team's daily work. They will monitor campaign results, identify trends or issues, perform root-cause analysis, and use data to continuously improve dialer effectiveness and operational performance.
Requirements:
Location: New Castle or Newark Delaware
Industry: Financial
Job Overview:
Theoris Services is assisting our client in their search for a Manager of Dialer Controls and Operations to work in a hybrid position located in Newark or New Castle Delaware. This individual will provide Team leadership & technical oversight with the ability to develop dialer administrators, establish clear procedures/job aids, assign ownership, and independently validate the team's daily work. They will monitor campaign results, identify trends or issues, perform root-cause analysis, and use data to continuously improve dialer effectiveness and operational performance.
Requirements:
- Local to Newark or New Castle, DE Willing to work onsite in a hybrid capacity (Tuesday-Thursday)
- Must be a US Citizen or Green card holder eligible to work on W2 no corp to corp.
- LiveVox & AWS/Amazon Connect experience with hands-on knowledge of dialer administration, campaign setup, outbound dialing, SMS/HCI/MO strategies, configuration, troubleshooting, and migration from LiveVox into AWS.
- Strong analytics & performance management to monitor campaign results, identify trends or issues, perform root-cause analysis, and use data to continuously improve dialer effectiveness and operational performance
- Strong controls & validation ownership to ensure campaigns are built correctly, required controls are followed, launches are validated, results are reconciled, and errors are identified before they create operational or compliance risk.
- Dialer strategy & optimization expertise to develop the overall contact strategy, including campaign sequencing, dialing approach, segmentation, timing, capacity, and channel utilization.
- Team leadership & technical oversight with the ability to develop dialer administrators, establish clear procedures/job aids, assign ownership, and independently validate the team's daily work.
- Strong analytics & performance management to monitor campaign results, identify trends or issues, perform root-cause analysis, and use data to continuously improve dialer effectiveness and operational performance.
- MUST HAVES:
- AWS Amazon Connect Experience:
- Hands-on experience with AWS Amazon Connect
- Experience supporting or leading contact center platform implementations, migrations or operations
- Ability to help guide transition from LiveVox to AWS
- Dialer Operations Leadership
- Deep understanding of dialer operations within a call center environment
- Experience overseeing campaign setup, launch, monitoring, troubleshooting, and performance management
- Understanding of outbound dialing, SMS, segmentation, campaign sequencing and capacity management
- Controls, Validation & Risk Management
- Proven ability to establish and strengthen operational controls
- Experience validating campaign builds before launch
- Ability to reconcile results, identify errors, and proactively mitigate operational and compliance risks
- Strong focus on accountability, visibility and quality assurance
- Team Management & Technical Leadership
- Experience leading and developing technical staff
- Capable of creating procedures, documentation, job aids and operational standards
- Analytics & Operational Oversight
- Experience monitoring campaign performance and operational metrics
- Ability to identify trends, perform root-cause analysis, and drive continuous improvement
- Proactive issue identification rather than waiting for escalation from other teams
- Call Center Operations Experience
- AWS Amazon Connect Experience:
- NICE-TO-HAVES:
- Collections Industry Experience
- Contact Strategy Exposure
- Compliance Knowledge
- Migration/Transformation Experience
Numbers & Facts
| Location | New Castle, DE |
| Industry | Staffing/Employment Agencies |
| Company Size | 50 to 99 employees |
| Year Founded | 2014 |
| Website | http://www.insyncstaffing.com/default.html |
About Company
We recognize the VMS program management team is our customer and needs to be serviced with integrity, so we built and continue to improve upon our delivery methods as we strive to provide the highest quality service possible.
inSync Staffing’s management team recognized ten years ago the inevitable changes to the staffing industry being brought about by technology and the growing trend of Fortune 1000 corporations to outsource management of their contingent workforces to meet compliance and cost control goals. Rather than swim upstream against the changes, inSync Staffing has embraced MSP and VMS programs as our customers, not competitors. We asked program managers how they want to be serviced.
The result of their input is that we have structured inSync Staffing as a recruiting and customer service organization, unlike traditional staffing companies who sell directly to the end client. Our delivery model allows us concentrates our resources on how to best supply candidates in a very competitive MSP/VMS program environment.
Skills
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