Dialer Specialist

Cedar Rapids, IOWA | about 1 month

Job Summary

Cedar Rapids
Toyota

$86,000 Average salary of similar jobs | Check Salary...

Job Description


Dialer Specialist-TFS0031E



Overview

 

Job Title
Dialer Specialist
 
Who we are
Collaborative. Respectful. A place to dream and  do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for diverse, talented team members who want to grow and challenge what’s possible with us.
 
Who we’re looking for
Toyota’s  Dialer  Department is looking for a passionate and highly-motivated  Dialer Specialist.
 
The primary responsibility of this role is to monitor and provide real time dialer support and maintain Dialer Workgroup Goals and Strategies.
  
What you’ll be doing
Spend 60% of your day monitoring and providing real time support to maximize dialer efficiency and effectiveness by:

  • Administering and executing day to day dialer campaigns for multiple workgroups utilizing collections, servicing and marketing strategies that at peak volumes produce up to 10,000 outbound calls per hour.
  • Monitoring up to 400 concurrent agent states through CC Pulse and Genesys Administrator to optimize associate productivity through pacing in multiple outbound campaigns.
  • Make instantaneous, independent real-time decisions regarding modifications to multiple outbound dialing campaigns during times of technical issues, business continuity situations and other unexpected changes in CSR staffing conditions and/or technology failures.
Spend 40% of your day supporting Dialer Workgroup Goals and Strategies by:
  • Interacting with local team leaders regarding associate and campaign performance.
  • Interacting with BTS and Operations to support dialer related technical issues and tickets.
  • Supporting Dialer Analysts with developing dialing strategies and preparing daily reporting.
  • Preparing and presenting reporting on Key Performance Metrics for Operations Leadership.
  • Provides support to Dialer Analyst regarding compliance with outbound dialing regulations and business rules.




Qualifications

 

What you bring

  • BA or BS degree is preferred or an equivalent combination of education and work experience is required
  • Minimum two years’ experience in a customer service/volume call center environment with a minimum one-year experience in a collection environment/capacity
  • Proficient with MS Word, MS Power Point, MS Excel and Microsoft Outlook
  • Proficient in Genesys Administrator; Monitoring and Operations
  • Proficient in CCPulse, both Monitoring and viewing, as well as updating Workspaces and templates
  • Previous experience in scheduling, skills based routing, and dialer implementation preferred
  • Basic knowledge of Cloud Based Dialers and Telephony infrastructure
  • Excellent verbal communication and interpersonal skills
  • Self-starter and independent that is team oriented and results driven
  • Strong decisive insight, organization, attention to detail and problem solving skills in a team environment

 

What we’ll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

 

  • A work environment built on teamwork, flexibility and respect
  • Professional growth and development programs to help advance your career, as well as tuition reimbursement
  • Vehicle purchase & lease programs
  •  Comprehensive health care and wellness plans for your entire family
  •  Flextime and virtual work options
  • Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute
  • Paid holidays and paid time off
  • Referral services related to prenatal services, adoption, child care, schools and more
  • Flexible spending accounts

 

What you should know

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

 

[The Sentence Below is for External Posting Only]

Have a question or need assistance with your application?  Check out the How to Apply section of our careers page on Toyota.com!

 

INTERNAL

Need assistance with your application? Send an email to TalentLink_Admin@toyota.com . We’ll do our best to reply within 48 business hours.

ELIGIBILITY GUIDELINES

·         Team members should expect to be in their present position a minimum of 12 months before applying for or being considered for a posted position.

·         Team members must have an overall rating of 3/3 or higher on their last mid-year or annual performance appraisal and no written employment warnings issued within the prior six-month period. 

·         Team members who are on inactive employment status or on a leave of absence are ineligible to apply for open positions.  

 

One of more of the above Eligibility Guidelines may be waived by Management, with the concurrence of Human Resources, in the event a team member needs a transfer as a reasonable accommodation or when business circumstances warrant.


 



Job
 Customer Service and Call Center
Primary Location
US-IA-Cedar Rapids-Cedar Rapids
Organization
 TFS - Toyota Financial Services
Travel
 No
Job Posting
 Oct 17, 2018, 5:29:22 PM


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