WFM/Dialer Manager

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Lendbuzz

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💸 Finance

💳 Fintech

Finance • Fintech

Lendbuzz is a US-based fintech company that offers auto loans, private-party vehicle financing, and refinancing solutions by evaluating applicants’ broader financial profiles rather than relying solely on traditional credit scores. The company provides a streamlined digital application and verification process for consumers and partners with car dealerships to originate loans quickly and securely; loans are made by Lendbuzz Funding, LLC.

📋 Description

• 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.

🎯 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.