Job description
At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.
Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.
Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.
Job Description
Run short & long-term forecasts based on current, historic and seasonal trends as well as create statistical models and provide staffing requirements and agent schedule recommendations. Partner with other departments on scheduling training sessions, town halls and annual enrollments for onshore and offshore agents. Approve, deny post agent shrinkage exceptions while balancing staff over/under for all employees including our BPO partners Monitor live in/outbound data and react to fluctuations in call volumes to ensure service levels are maintained for all services. Optimize breaks and lunches to ensure best schedule scenarios are in place. Recognize, follow, and analyze trends in the inbound call flow and outbound dialing patterns. Research historical data to map trends and determine how they will influence the business. Prepare and present reports, charts, and tables detailing these trends to company heads to help inform production strategy decisions Collaborate with dialer team and discuss agent availability to ensure penetration/saturation levels are constantly met. Ability to act as CoB in the event that primary dialer administration team in unavailable. Analysts must also routinely examine methodologies to find ways of improving predictive accuracy Document, track and monitor problem and escalations to ensure timely resolution.
- College degree in related field or equivalent work experience.
- Minimum four years of experience utilizing Workforce Management products such as Blue Pumpkin, IEX TotalView, Aspect E-WFM or similar. Aspect products preferred.
- Ability to forecast contact volume (short term) in Workforce Management products is required.
- Ability to schedule agents in in Workforce Management products is a must.
- Expert in utilizing intra-day workload methodology forecasting models to leverage staff for success of business KPI’s.
- Minimum four years of experience in Outbound dialer analytics, inclusive of (but not limited to):
- Working knowledge of administering the dialer.
- Intimate working knowledge of how dialing impacts staffing.
- Proven ability to strategically identify opportunities in dialing plans to provide lift to business KPI’s.
- Effectively demonstrate tactical expertise in leveraging staff to maximize contact opportunities.
- Effectively navigate through ALM, and UCC Admin.
- Proficient in Microsoft Excel, PowerPoint, Word.
- Subject matter expert in Workforce Management job related functions, including call center analytics.
- Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously are essential.
- Ability to collect analyze contact volume trends and provide staffing recommendations to improve performance.
- Ability to perform with a high degree of accuracy and adhere to established timeframes.
- Clear and concise verbal/written communication.
- Interpersonal skills prompting a team environment.
Compensation Information
Salary Range: $67,800 - $93,600
Individual compensation packages are based on various factors unique to each candidate including skill set, experience, qualifications, and other job-related reasons.
Exeter Finance is an Equal Opportunity Employer
#LIRemote
Exeter Finance LLC is an Equal Opportunity Employer.
offroadmanagementgroup.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, offroadmanagementgroup.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, offroadmanagementgroup.com is the ideal place to find your next job.