Sr. Manager, WFM/Dialer
- Business Unit
- 15001 Trinity Blvd
- Fort Worth
- Postal Code
DriveTime Needs a WFM/Dialer Sr. Manager
Headquartered in Tempe, Arizona, DriveTime is the largest privately owned used car sales and finance company in the country. With more than 130 dealerships, 3 operations centers and 15 reconditioning centers across the nation, our 4,000+ employees are focused on getting the right customer in the right car, at the right terms. With over 25 years of industry experience, and our dedication to streamlining the purchase process, we're redefining what it means to buy and finance a used car.
As focused as we are on our customer, we take that same focus on finding the right talent for the right opportunities within our organization. All across the nation, from our Home Office and operations centers to our retail locations and reconditioning centers, we are looking for talented individuals like yourself to join our ever-growing team!
That’s Nice, But What’s the Job?
In short, you will be responsible for intraday workforce management, and call/text routing at our loan servicing contact centers.
In long, you will be responsible for:
- Partner with operational leaders to monitor and optimize staffing levels in accordance with over-arching contact strategy initiatives
- Run and analyze omni-channel communications
- Monitor closely with the lines of business and the rest of the strategy team to meet service level objectives
- Work closely with our Strategy teams to ensure outbound dialer success
- Manage WFM and Dialer operations
- Ensure the consistent, accurate reporting and compliance within all contact center teams
- Recommend and implement data-based strategy changes that improve call center efficiency
So What Kind of Folks Are We Looking for?
- Excellent verbal and written communication skills. The ability to talk and write with confidence, charisma and competence for a wide variety of audiences including management.
- Management material. We are looking for someone that can lead, manage and grow within our organization.
- Passionate and goal-oriented. We are looking for someone that is enthusiastic about their work and is passionate about not only meeting their goals but exceeding them.
- Entrepreneurial spirit. An attitude and approach to thinking that actively seeks out change. You’ll need a mindset that embraces critical questioning, innovation and continuous improvement.
- Strategic thinker. We are looking for an individual that takes an insightful, future oriented, open-minded and proactive approach to thinking.
- Operate autonomously. This isn’t a “hold your hand” kind of role. We give you autonomy to be creative in your space and do your thing. We need an individual that is self-motivated to get the work done and get the work done well.
- Agile in a fast-past environment. We move, and we move quickly. Thriving in an environment that never stops, is a must.
- 4+ years of WFM or Dialer
- Comfortable in Excel and PowerPoint
- Strong verbal and written communication skills for leadership presentations
- Bachelor’s degree or equivalent experience
Nice to Haves.
- Experience using Genesys call center software in a production environment
- Experience in workforce management and/or call center analytics
- Financial services experience
- SQL or snowflake experience
- Knowledge of loan servicing rules and regulations
Anything Else? Absolutely.
DriveTime was awarded Top Companies to Work for in AZ by AZCentral.com for our great culture and one of the Best Places to Work in IT as awarded by PBJ. Essentially we offer a creative, transparent and fun environment since, well, we work here too. DriveTime was also voted the Fastest-Growing Private Companies by Inc 5000, and we aren’t slowing down anytime soon!
So What About the Perks? Perks matter.
- Medical, Dental and Vision. DriveTime pays a nice chunk of your premiums to keep the cost as low as possible for our employees.
- 16 days of PTO and 6 paid Holidays. Because who doesn’t love time off?
- Benefits like 401(k), company paid life insurance, short and long-term disability.
- Casual Dress. Come dressed in jeans (you’ll fit right in with the rest of us).
- Game Room. Gimme a break – no, not a Kit Kat ad but we do have a ping-pong table, pool table and Virtual Reality if you ever need a break in your day.
- Wellness Program and In-House Gym. We want our employees to be the best versions of themselves. That’s why we offer a Wellness Program that includes an in-house gym, B12 shots, teeth cleanings, biometric screenings and much more!
- Growth opportunities. DriveTime takes a lot of pride in promoting from within. We have spent the last 14 years growing our team members and taking them on the path to owning their careers!