Responsibilities
- Adjust and fine-tune inbound and outbound dialer operations daily based on real-time performance data
- Oversee and refine daily workflows, including user acceptance testing, automation efforts, and deployment of complex system changes
- Identify and implement automation opportunities for recurring tasks and reporting needs
- Enforce organizational standards to maintain service quality and ensure documentation remains current
- Monitor and influence vendor performance to meet operational expectations
- Respond proactively to team requests involving special assignments or project-based work
- Ensure team members are trained across all functional areas for operational continuity
- Lead analysis, troubleshooting, and presentation of projects or improvements that inform strategic decisions
- Conduct regular audits to minimize errors and assess process efficiency
- Demonstrate strong initiative to understand core business functions and support unplanned tasks as needed
- Adapt quickly and effectively to shifting priorities driven by business demands
- Collaborate with external vendors to develop process improvements while adhering to legal requirements
- Use data analysis to identify operational challenges and target areas requiring attention
- Lead and coordinate special initiatives focused on ongoing business process optimization
- Complete additional duties as directed by management