拨号管理员
Dialer Administrator
在Lendbuzz，我们相信金融机会应该更加个性化和公平。我们开发创新技术，为未被服务和被忽视的借款人提供更好的信贷渠道。从我们的员工到经销商、合作伙伴和借款人，我们围绕对多样性的坚定信念建立了公司和文化。我们重视独立和批判性思维。
我们正在寻找一位Genesys WFM/Dialer经理加入我们的运营团队。该职位将负责配置、管理和优化Genesys Cloud CX平台，以支持高流量的混合客服环境。该角色确保高效的电话路由和人员排班，监控实时表现和遵守情况，并确保所有外呼活动符合严格的监管合规要求。你将与运营、产品和IT团队合作，实施战略活动改进，执行关键的用户验收测试（UAT），并把平台数据转化为推动运营卓越的结果。
主要职责
- 管理和维护Genesys CX Cloud平台，包括用户、角色、技能、队列、权限和系统配置。
- 作为平台问题的第一道防线，必要时与Genesys支持团队处理工单和升级问题。
- 与产品团队合作，定义流程需求并执行全面的UAT，以确保持续的战略发展具备操作准备性。
- 负责拨号器配置、多渠道活动管理、节奏控制和合规设置。
- 执行并优化多渠道活动（语音、数字、AI），确保运营表现符合战略业务目标。
- 在混合环境中优化客服中心表现，确保达成进出站KPI。
- 监督联系列表的自动和手动导入，确保数据完整性和正确的联系信息映射。
- 将客服中心数据转化为可操作的见解和战略建议。
- 确保遵守与外呼相关的监管和合规指南。
- 领导人员管理（WFM）配置和优化，包括预测、排班、日内管理及遵守跟踪。
- 实时监控遵守情况和流失率，与运营主管合作解决问题，并调整以实现最佳产出和SLA表现。
- 开发和维护多渠道活动策略，确保符合业务目标和合规要求。
查看英文原文
At Lendbuzz, we believe financial opportunity should be more personalized and fair. We develop innovative technologies that provide underserved and overlooked borrowers with better access to credit. From our employees to our dealers, partners, and borrowers, we’ve built a company and a culture around a resolute belief in the promise and power of diversity. We value independent and critical thinking.
We are looking for a Genesys WFM/Dialer Manager for our Operations team. This person will be responsible for configuring, managing, and optimizing the Genesys Cloud CX platform to support a high-volume, blended contact center environment. This role ensures efficient call routing and workforce scheduling, monitors real-time performance and adherence, and maintains strict regulatory compliance for all outbound activities. You will collaborate with Operations, Product and IT teams to implement strategic campaign enhancements, perform critical UAT, and translate platform data into results that drive operational excellence.
Key Responsibilities
- Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations.
- Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary.
- Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments.
- Own dialer configuration, multi-channel campaign management, pacing, and compliance settings.
- Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives.
- Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs.
- Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information.
- Translate contact center data into actionable insights and strategic recommendations.
- Ensure adherence to regulatory and compliance guidelines related to outbound calling.
- Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking.
- Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance.
- Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels.
- Document contact center processes and changes to maintain operational transparency and continuity.
- Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives with special focus on use of AI-enabled initiatives.
- Establish and lead a team of analysts overseeing contact strategies and outbound campaign Management, Workforce Engagement Management (WEM) and general Genesys administration.
Key Requirements
- 3-5 years of experience administering the Genesys Cloud CX platform.
- Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules.
- Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking.
- Proven track record of transitioning AI-driven solutions from initial pilot to stabilized, high-volume production environments.
- Working knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.)
- Proficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations.
- Detail-oriented with strong organizational and problem-solving skills.
- Excellent communication and collaboration skills.
- Preferred: Experience in the auto lending industry or financial services.
- Preferred: Genesys Cloud CX Professional (GCP) or Specialist certifications.
The Ideal Candidate Will Have:
- Outstanding organizational skills
- Excellent written and verbal communication skills
- High level of integrity
- Strong sense of teamwork, yet able to work independently
- Self-motivated and able to work with minimal supervision
- Works well in fast pace, high-volume environment
- Excited by the idea of constant change
We believe:
Diversityis a competitive advantage. We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds.
Compassionis a strength. We care about our customers and look to build long-term relationships with them.
Simplicityis a key feature. We work hard to make our forms and processes as painless and intuitive as possible.
Honesty and transparency are non negotiable. We incorporate these traits in all of our interactions.
Financial opportunity belongs to everyone. We work every day to improve lives by extending this opportunity.
If you believe these things too then we would love to hear from you!
Background Checks
After an offer is accepted, Lendbuzz conducts a pre-employment background check. Any evaluation of the background check will be subject to an individualized assessment, taking into account the applicant’s or employee’s specific record and the responsibilities and requirements of the particular role.
A Note on Recruiting Outreach
We’ve been made aware of individuals falsely claiming to represent Lendbuzz using lookalike email addresses (eg @). Please note that all legitimate emails from our team come from @lendbuzz.com. We will never ask for sensitive information or conduct interviews via messaging apps.
Originally posted on Himalayas