Senior Manager, Dialer & Workforce Management
Welcome to CarMax – the nation's largest retailer of used cars and a pioneer in the automotive industry. We are currently seeking a dynamic and experienced Senior Manager to lead our Dialer and Workforce Management team. This role is critical to our success as it ensures the efficient and effective utilization of our contact center resources to provide exceptional customer service. As a Senior Manager, you will have the opportunity to make a significant impact on our business while also developing and mentoring a team of talented individuals. If you have a passion for driving results, a keen eye for data and analytics, and a strong background in workforce management, we want to hear from you!
- Develop and implement strategies to optimize the utilization of our contact center resources, including the dialer and workforce management systems
- Analyze data and metrics to identify trends, make data-driven decisions, and continuously improve performance and efficiency
- Create and manage schedules for contact center agents, ensuring appropriate coverage and adherence to service level agreements
- Monitor and track key performance indicators (KPIs) to ensure team and individual performance goals are met or exceeded
- Train, coach, and mentor team members to ensure they have the necessary skills and knowledge to perform their roles effectively
- Collaborate with other departments, such as sales and customer service, to identify and address any operational challenges or opportunities
- Stay up-to-date on industry trends and best practices in workforce management and implement new strategies as needed
- Conduct regular performance evaluations and provide feedback and recommendations for improvement to team members
- Develop and maintain strong relationships with vendors and other external partners to ensure the smooth operation of our dialer and workforce management systems
- Act as a liaison between the contact center and other departments to ensure effective communication and alignment of goals and objectives.
Extensive Experience In Dialer And Workforce Management: A Senior Manager In This Role Should Have A Deep Understanding Of Dialer Systems And Workforce Management Processes. They Should Have A Track Record Of Successfully Implementing And Optimizing These Systems In A Complex Environment.
Strong Leadership And Team Management Skills: This Position Requires Someone Who Can Lead And Motivate A Team Of Dialer And Workforce Management Professionals. The Senior Manager Should Have Proven Experience In Managing A Team, Setting Goals, And Driving Performance To Achieve Business Objectives.
Analytical And Strategic Thinking: As A Senior Manager, It Is Essential To Have A Strong Analytical Mindset And The Ability To Think Strategically. This Person Should Be Able To Analyze Data And Make Data-Driven Decisions To Improve The Efficiency And Effectiveness Of The Dialer And Workforce Management Processes.
Excellent Communication And Collaboration Skills: This Role Involves Working Cross-Functionally With Various Teams, Such As Contact Center Operations, It, And Analytics. The Senior Manager Should Have Excellent Communication Skills And The Ability To Collaborate Effectively With Different Stakeholders To Drive Results.
Knowledge Of Industry Best Practices And Trends: The Ideal Candidate For This Position Should Have A Thorough Understanding Of The Latest Trends And Best Practices In Dialer And Workforce Management. They Should Be Able To Stay Updated On Industry Developments And Bring Innovative Ideas To Improve Processes And Drive Business Success.
Process Improvement
Data Analysis
Scheduling
Forecasting
Budget management
Call Center Operations
Team Leadership
Workforce planning
Performance analysis
Coaching and development
Dialer Management
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Attention to detail
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Senior Manager, Dialer & Workforce Management in Kennesaw, GA, USA is $90,000-$120,000 per year. This can vary depending on factors such as the company, industry, experience, and qualifications of the individual.
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CarMax, Inc. is as a holding company, which operates as a retailer of used vehicles and wholesale vehicle auction operator. The company operates through the following segments: CarMax Sales Operations and CarMax Auto Finance.
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