Intraday Management Specialist
Core
Monitor real-time adherence, staffing, and dialer performance to optimize borrower experience and operational efficiency for a contact center.
Role type
Intraday Workforce Management Specialist
Builds
Dialer services, campaigns, and operational reports for a lending/contact center
Domain
Financial Services / Contact Center Operations
Deliverable
Dashboards & analysis
Required skills
Workforce management, contact center operations, reporting, dialer operations, Microsoft Excel, data analysis, problem-solving
Preferred skills
Predictive dialer operation
Technologies
Predictive dialer, Microsoft Office
Responsibilities
Monitor real-time adherence, staffing, call statistics, and dialer performance; Run day-to-day dialer operations including campaign management and pacing; Create and maintain dialer services and campaigns; Create, implement, and analyze reporting for workforce management and dialer operations; Monitor and manage schedule exceptions, tardiness, and PTO; Monitor KPIs including service level, abandon rate, ASA, AHT, and contact rate; Recommend voluntary time off and overtime to balance staffing.
Seniority
Mid-level, hands-on IC
