Sr Manager Contact Management ID-4615

January 21, 2025

Westlake Financial is the largest privately held finance company in the Nation.

We are committed to growing and strengthening our organization by hiring the people that make Westlake World (our culture) what it is. Through hiring the best fitting applicant and supporting our people in further developing their skills, we transition our Applicants into Westlake Warriors (our people).

With 30% YOY growth and assets of 24+ Billion, we are always looking to acquire talented individuals as we expand our presence in the Auto Finance Industry. Westlake Financial believes in PEOPLE with the PURPOSE and PASSION to assist our more than 22,000+ dealer partners throughout North America.

WESTLAKE WARRIOR | Sr. Manager, Dialer Management

A Senior Manager of Dialer Management plays a crucial role in overseeing and optimizing contact center operations for Westlake Financial. This senior-level position requires a blend of technical expertise, strategic thinking, and leadership skills to drive contact center performance and ensure regulatory compliance. This role oversees dialer administration & functionality, optimizing dialer strategy, optimize scheduling, oversee, and provide productivity reporting. Manager must be open to flexible hours.

***This position could report to our LA office, Las Vegas, NV or Dallas, TX***

DUTIES, TASKS, RESPONSIBILITIES (include, but not limited to)

Dialer System Management

Optimize daily performance on the Telephony platforms and ensure appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume on a daily, weekly, and monthly cadence
Manage and optimize dialer systems, such as Alvaria (Noble/Aspect), Genesys, Cisco, or Five9
Ensure daily call records are received and campaigns start on time
Monitor outbound campaigns to meet KPI targets including abandon rates, calls per hour, RPC, PTPs and others

Strategy Development and Optimization

Develop and implement new strategic calling initiatives based on data analysis
Create and update dialing campaigns, filters, and list strategies
Optimize dialer performance for improved efficiency and productivity

Compliance and Regulations

Ensure adherence to regulatory requirements (FDCPA, Reg F, TCPA, state laws)
Provide compliance guidance for outbound campaigns

Data Analysis and Reporting

Utilize SQL for data extraction, analysis, and manipulation
Create and maintain reports and dashboards for performance monitoring
Analyze dialer metrics and make recommendations for improvement

Team Leadership

Oversee Dialer and Workforce Management teams
Collaborate with business partners to identify staffing gaps and plan future initiatives

KNOWLEDGE, SKILLS, LICENSES

Technical Skills

Proficiency in SQL and data analysis tools
Experience with dialer systems (e.g., Alvaria (Nobel/Aspect), Genesys, Cisco, Five9)
Knowledge of Microsoft BI Tools and advanced Excel skills

Industry Knowledge

Understanding of outbound collection regulations and rules
Experience in a fast-paced, high-volume collections call center environment

Soft Skills

Strong analytical and problem-solving abilities
Excellent communication skills, both written and verbal

EDUCATION

Bachelor's degree in Telecommunications, Information Technology, or related field (or equivalent experience)

EXPERIENCE

Minimum 5 years of experience in dialer administration or contact center operations

PHYSICAL DEMANDS

None

SUPERVISOR RESPONSIBILITIES

Leadership and team management capabilities

PAY RATE:

$90,000 - $110,000 base pay.
The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

FULL-TIME BENEFITS

Medical, Dental, and Vision benefits
Life Insurance and Long-term disability plans
Flexible Spending Account
401K matching
Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
Wellness Programs
Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
Career Path Opportunities
Discounts on Parks, Museums, Movie Tickets, and Attractions
Employee Loan Assistance
Annual Flu Shot
Paid Vacations Days
Paid Sick days
Paid holidays
HGym (available in our Los Angeles, CA & Dallas, TX office)
Rental Car Discounts, Dell Member Purchase Program
UKG Wallet

ACKNOWLEDGMENTS

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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