Business Support Services Manager

Job Summary

A company is looking for a Business Support Services Manager responsible for leading a team in call center and dialer operations.

Key Responsibilities

• Develop standard reporting practices for Customer Contact and Dialer Operations
• Lead Dialer Support and Operations teams while managing workforce systems and performance
• Analyze and report on service and operational performance improvement efforts

Required Qualifications

• Bachelor's Degree in computer science, software design, management information systems, engineering, or a related field
• Eight (8) or more years of IT experience with a focus on BI Reporting solutions
• Two (2) plus years of related technical or contact center experience with automated dialer management tools
• Two (2) plus years of experience in the banking, mortgage servicing, and/or collections industry
• Advanced knowledge of SQL, Power BI, and other reporting tools