Senior Manager, Dialer Management

Senior Manager, Dialer Management
Los Angeles, CA | On-site

Westlake Financial is the largest privately held finance company in the Nation.

We are committed to growing and strengthening our organization by hiring the people that make Westlake World (our culture) what it is. Through hiring the best fitting applicant and supporting our people in further developing their skills, we transition our Applicants into Westlake Warriors (our people).

With 30% YOY growth and assets of 24+ Billion, we are always looking to acquire talented individuals as we expand our presence in the Auto Finance Industry. Westlake Financial believes in PEOPLE with the PURPOSE and PASSION to assist our more than 22,000+ dealer partners throughout North America.

 

WESTLAKE WARRIOR | Sr. Manager, Dialer Management

A Senior Manager of Dialer Management plays a crucial role in overseeing and optimizing contact center operations for Westlake Financial. This senior-level position requires a blend of technical expertise, strategic thinking, and leadership skills to drive contact center performance and ensure regulatory compliance.   This role oversees dialer administration & functionality, optimizing dialer strategy, optimize scheduling, oversee, and provide productivity reporting.  Manager must be open to flexible hours. 

 

DUTIES, TASKS, RESPONSIBILITIES (include, but not limited to)

Dialer System Management

• Optimize daily performance on the Telephony platforms and ensure appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume on a daily, weekly, and monthly cadence
• Manage and optimize dialer systems, such as Alvaria (Noble/Aspect), Genesys, Cisco, or Five9
• Ensure daily call records are received and campaigns start on time             
• Monitor outbound campaigns to meet KPI targets including abandon rates, calls per hour, RPC, PTPs and others

 

Strategy Development and Optimization

• Develop and implement new strategic calling initiatives based on data analysis
• Create and update dialing campaigns, filters, and list strategies
• Optimize dialer performance for improved efficiency and productivity

 

Compliance and Regulations

• Ensure adherence to regulatory requirements (FDCPA, Reg F, TCPA, state laws)
• Provide compliance guidance for outbound campaigns

 

Data Analysis and Reporting

• Utilize SQL for data extraction, analysis, and manipulation
• Create and maintain reports and dashboards for performance monitoring
• Analyze dialer metrics and make recommendations for improvement

 

Team Leadership

• Oversee Dialer and Workforce Management teams
• Collaborate with business partners to identify staffing gaps and plan future initiatives

 

KNOWLEDGE, SKILLS, LICENSES

Technical Skills

• Proficiency in SQL and data analysis tools
• Experience with dialer systems (e.g., Alvaria (Nobel/Aspect), Genesys, Cisco, Five9)
• Knowledge of Microsoft BI Tools and advanced Excel skills

 

Industry Knowledge

• Understanding of outbound collection regulations and rules
• Experience in a fast-paced, high-volume collections call center environment

 

Soft Skills

• Strong analytical and problem-solving abilities
• Excellent communication skills, both written and verbal

 

EDUCATION

• Bachelor's degree in Telecommunications, Information Technology, or related field (or equivalent experience)

 

EXPERIENCE

• Minimum 5 years of experience in dialer administration or contact center operations

 

PHYSICAL DEMANDS

• None

 

SUPERVISOR RESPONSIBILITIES

Leadership and team management capabilities

PAY RATE:

• $90,000 - $110,000 base pay.
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

 

FULL-TIME BENEFITS

• Medical, Dental, and Vision benefits 
• Life Insurance and Long-term disability plans 
• Flexible Spending Account 
• 401K matc