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Sr. Manager, Dialer & Workforce Management
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- The Senior Manager, Dialer and Workforce Management will be responsible for leading the Dialer and Workforce Management teams for the CarMax Auto Finance (CAF) contact center by guiding the team to reach solutions for complex problems.
- Duties include but are not limited to ensuring front line managers are effective in overseeing and effectively managing their team's ability to monitor and surpass KPI's including inbound service level, abandon call rates list penetration, scheduling, adherence to schedules, dialer campaigns, contacts per paid hour and contact strategy.
- Building World Class Dialer and Workforce Management teams that optimize overall performance and successful Contact Center operation.
- Manage dialer strategy, performance ensuring to deliver strong service levels, occupancy, and call routing to ensure KPI's are surpassed.
- Provide leadership, guidance, and day to day support for the Dialer and Workforce management teams including measurable goals and objectives for the team.
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