Customer Contact Analyst / Workforce Manager - Stellantis Financial Services US

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary: Our Customer Contact Analyst/WFM is responsible for managing the Dialer system and Workforce Management to ensure that all call centers operate effectively and efficiently. This is achieved through proper monitoring of the campaigns and allocation of resources. A great understanding of reporting tools and call center metrics are critical in this role.

Essential Job Duties and Responsibilities

• Provide real-time dialer support to ensure strategy execution and workforce objectives, including system testing and compliance with outbound dialing regulations.
• Enhance campaign and agent productivity through effective interaction with department leaders and development of dialer strategies.
• Generate daily and weekly reports featuring KPI metrics, call volume trends, and staffing summaries to guide decision-making.
• Utilize expertise in Genesys Cloud CX and other dialer systems for efficient call management and system optimization.
• Analyze historical call data to forecast volumes accurately, adapting to growth, seasonal changes, and special events for optimal staffing.
• Develop schedules that meet business goals and employee needs, ensuring service levels and revenue targets are achieved.
• Provide comprehensive WFM reporting and strategic recommendations to executive management for continuous improvement in service and staffing levels.

Qualifications and Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience
  • Minimum 1 year experience of Dialer Management and WFM
• Education
  • High school diploma and/or GED
• Schedule - Monday-Friday 10am-7pm Eastern with approximately 1 Saturday per month from 8am-1pm Eastern
• Overtime – May be Required
• Must have reliable transportation and live within a commutable distance to one of the following cities: Atlanta, GA; Dallas, TX; Houston, TX; Phoenix, AZ

Qualifications Preferred:

• Experience
  • Previous Dialer and reporting experience is preferred.
  • Genesys and Alvaria system experience preferred.

Physical Demands

Sitting for long periods of time, standing, walking, close vision for computer work, speaking, hearing, lift and/or move up to 10 lbs. Reasonable accommodation will be reviewed upon request.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

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