Overview
Business owner of Retail telephony channel. Responsible for all aspects of the channel including strategy development, prioritization of initiatives & communication of business requirements. Collaborate with IT telephony teams to ensure projects meet dispatch and sales leadership expectations. Analyze call center contact rates and performance to identify, recommend, build and implement contact strategies to improve contact rates. Coordinate Dispatch and Sales control tower activities, hours of operations, hiring and staffing schedules to improve effectiveness. Manage dialing and contact strategies to maximize yield on leads and deliver exceptional customer experience and sales results. Collaborate with Sales and Marketing leadership to design and deliver effective and efficient campaigns and customer follow-up strategies. Manage internal and external operations leveraging vendor and PNMAC technologies and capabilities to ensure business results and compliance.
Job Description

• Actively involved in all aspects of retail telephony business development to support Dispatch, Sales and Marketing performance and business initiatives.
• Collaborate with Dispatch, Sales and Marketing leadership on telephony initiatives, projects, and contact rate goals.
• Analyze, formulate and recommend effective contact strategies.
• Use test and control methodologies.
• Ensure optimal routing, queueing, use of skills & dialers.
• Evaluate, recommend and implement strategies for developing and utilizing data and metrics to predict, improve and measure the success of contact strategies.
• Manage and deliver interval, daily, weekly and monthly KPI performance on both inbound and outbound internal and external teams
• Work with Production Reporting and Data Analytics group for effective reporting analytical tools.
• Support a culture of high quality and zero defects.
• Deliver exceptional sales and customer experience results and consistently adhere to corporate and industry compliance requirements Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

• A bachelor's degree in business, marketing, technology management, project management or related field required
• A minimum of 5 plus years in sales call center or telephony management environment and a minimum of 3 plus years in analytical roles
• Proven SAS or SQL data mining skills and advanced skills using spreadsheet and presentation tools, including proficiency with Tableau or other advanced reporting platforms
• Proficient in managing inbound and outbound contact center solutions, including ACD/PBX, intelligent call routing, IVR, dialing platforms, email management, chat and SMS tools
• Project management skills, including the ability to execute and prioritize a number of tasks/work streams simultaneously is required
• Must have experience collaborating across business lines
• Must demonstrate detailed knowledge of technologies and processes
• Must demonstrate intellectual curiosity
• Strong understanding of key drivers within a call center, including contact rates, list management and optimization, service level attainment
• Proven ability and experience to query / analyze large data sets and assess outcomes, including scenario analysis and ad-hoc reporting on campaigns or tests. Strong cost-benefit and modeling skills to drive continual improvement to results
• Strong leadership, verbal, and written communications skills.
• Must be highly proficient in Excel and Word

• Proven track record at delivering timely and accurate information in a fast-paced environment
• Excellent critical thinking, problem solving, mathematical skills and sound judgment
• Strong business acumen and ability to interface with executive management

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