SUMMARY:
The Workforce Administrator II is responsible for managing, monitoring and administrating the ACD practices to ensure maximum effectiveness. Develops and maintains internal controls, benchmark setting, and giving feedback to the operations staff members on specific areas of improvement. This position has direct technical and analytical responsibilities, while supervising daily operational activities. Other duties may be assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Manages implementation of ACD campaigns, as well as call center software and hardware.
- Oversees and maintains the ACD system including, but not limited to the set up and maintenance to allow for the most efficient use providing organizational effectiveness and maximum performance.
- Strategizes, executes and manages ACD strategy for multiple teams to ensure campaigns are penetrated efficiently including left messages via human or virtual means to meet established business goals and Client Scorecard parameters such as batch liquidation rates.
- Adjusts campaigns to ensure core results and workloads are executed successfully.
- Analyzes and evaluates call strategies and proactively makes recommendations to key stake holders to optimize project performance and outputs.
- Ensures call flows are within key budgetary and efficiency parameters.
- Develops, generates, analyzes and distributes various reports.
- Conducts regular audits of dialer statistics, segmentation strategies and overall inventory to verify that the inventory is worked in accordance with the company and Client SLA’s, as well as in adherence of all State and Federal regulations.
- Monitors telephone platform to ensure appropriate staffing levels are in place to meet the necessary call flows.
- Alerts Operations Managers to capacity issues and makes skill group modifications as necessary.
- Manages vendor relationships.
- Functions as ACD subject matter expert and primary point of contact for ACD strategies.
- Recommends changes in areas of opportunity to the Operations Managers.
SWC Group
4120 International Pkwy, Suite 1100
Carrollton, TX 75007
Required Skills
Required Experience
REQUIREMENTS:
- Completion of a High School diploma or equivalent.
- Two to five years related experience or training; equivalent combination of education and experience.
- Ability to work with and be proficient with Microsoft Office software and various other office equipment.
- Ability to multi-task and set priorities.
- Ability to effectively use problem solving skills in standardized situations.
- Ability to write routine reports and correspondence.
- Ability to read and interpret documents such as client requirements, instructions, and procedures.
- Ability to effectively present information in one-on-one and small group situations.
- Knowledge of current collections industry practices and laws.
- Must have Livevox experience.
SWC GROUP OFFERS:
- Unlimited bonus potential
- Holiday and Vacation Plan
- Medical, Dental and Vision Insurance
- Life Insurance
Short-Term and Long-Term Disability Plans
HSA (Pre-tax) Savings Account
401(k) Plan with matching contribution
Employee Referral Bonus
Paid Training Program
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www.swcgroup.com