• Aide in establishing strategy and calendar priorities, monitor campaign schedule, and coordinate sequences for outbound dialer campaign as well as inbound call flows in order to achieve: calls per hour, campaign efficiency and penetration goal across line of business.• Monitor and track production activity and key indicator for a multiple location (US and PH Site) including call completion and productivity and reports result to management.• Works directly with Operations to identify gaps in Collections opportunities and creates Dial lists to ensure solid coverage of all client campaigns. Global accountability. Lead a team of dialer administrators to include recurring training and recruiting.• Design & maintain Dialer campaign packages, including configuration and scripts for a line of business integration, CRM information, dispositions, contact strategies & pacing, skilling, etc.• Plan, lead, motivate, train, and monitor the team while ensuring compliance with pertinent legislation guidelines and achievement of maximum collection results for clients and the company.• Monitor dialer related downtime expense, continually search for new strategy to control downtime, and alert management when circumstances alter downtime expense amount.• Knowledge, understanding, compliance, and enforcement of all applicable Federal and Local laws and regulations relating to job duties.• Provide reporting and analytical tools to assess compliance and effectiveness of the team of Dialer Team.• Responsible for the department’s overall performance and for motivating a team to exceed department goals and objectives.• Ensure proper operation of Predictive Dialing System and Outbound Interactive Voice Response Software.• Provide management, support, maintenance, configuration, administration, monitoring, and troubleshooting of all FPS outbound contact center platforms.

Handles inbound customer service calls with cross selling.