lendbuzz - Dialer / WFM Administrator
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Requirements
• 3-5 years of experience administering the Genesys Cloud CX platform. • 7+ years of experience in a call center or collections environment. • Demonstrated experience configuring and maintaining Genesys WFM and Outbound Dialing modules. • Strong understanding of contact center forecasting, scheduling logic, and real-time adherence tracking. • Working knowledge of compliance and regulatory protocols (TCPA, FDCPA, STIR/SHAKEN, etc.) • Proficiency in Google Sheets and/or MS Excel and advanced ability to translate data into actionable and strategic recommendations. • Detail-oriented with strong organizational and problem-solving skills. • Excellent communication and collaboration skills. • Preferred: Experience in the auto lending industry or financial services. • Preferred: Genesys Cloud CX Professional (GCP) or Specialist certifications. • Excellent written and verbal communication skills • High level of integrity • Strong sense of teamwork, yet able to work independently • Self-motivated and able to work with minimal supervision • Works well in fast pace, high-volume environment • Excited by the idea of constant change • Diversity is a competitive advantage. We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds. • Compassion is a strength. We care about our customers and look to build long-term relationships with them. • Simplicity is a key feature. We work hard to make our forms and processes as painless and intuitive as possible. • Honesty and transparency are non negotiable. We incorporate these traits in all of our interactions. • Financial opportunity belongs to everyone. We work every day to improve lives by extending this opportunity. • If you believe these things too then we would love to hear from you! • A Note on Recruiting Outreach • We’ve been made aware of individuals falsely claiming to represent Lendbuzz using lookalike email addresses (eg @lendbuzzcareers.com). Please note that all legitimate emails from our team come from @lendbuzz.com. We will never ask for sensitive information or conduct interviews via messaging apps.
Responsibilities
• Administer and maintain the Genesys CX Cloud platform, including users, roles, skills, queues, permissions, and system configurations. • Serve as the first line of defense for platform issues, managing tickets and escalations with Genesys Support when necessary. • Partner with the Product Team to define flow requirements and perform thorough UAT to ensure operational readiness for continued strategic developments. • Own dialer configuration, campaign management, pacing, and compliance settings. • Execute and optimize multi-channel campaigns (voice, digital, AI) to ensure operational performance aligns with strategic business initiatives. • Optimize contact center performance in a blended environment to ensure achievement of both inbound and outbound KPIs. • Oversee the automated and manual importing of contact lists, ensuring data integrity and correct mapping of contact information. • Translate contact center data into actionable insights and strategic recommendations. • Ensure adherence to regulatory and compliance guidelines related to outbound calling. • Lead workforce management (WFM) configuration and optimization, including forecasting, scheduling, intraday management, and adherence tracking. • Actively monitor real-time adherence and shrinkage, partnering with operations supervisors to correct issues and adjusting for optimal output and SLA performance. • Develop and maintain multi-channel forecasts using Genesys Cloud WEM tools to predict volume and appropriate staffing levels. • Document contact center processes and changes to maintain operational transparency and continuity. • Collaborate with Operations, Product, IT and Leadership teams on platform enhancements, system changes, and continuous strategic improvement initiatives.
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