Manager Telephony Administration

    Santander Bank
    Dallas, TX
    Full-time, Part-time
    Similar jobs pay $45.18 - $75.39

    Job Description


    Job Family: Business Operations

    Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

    Job Function: Auto Loan & Lease Systems

    Responsible for the development, implementation and administration of Operations systems strategies in alignment to the execution of long and short term Operational objectives. Including, Predictive Dialers, IVR, PBX systems.

    Summary of Responsibilities:

    The Manager, Telephony Administration is responsible for the day-to-day management of Call Center Telephony Operations including the planning, organizing, communication and successful execution of processes and workflow operations for the team. S/he will oversee the day-to-day departmental initiatives for Servicing operations including any telephony related system issues, IVR, dialer, and inbound call routing.

    Essential Functions:
    • Evaluates and enhances workflow to implement best practices and optimize productivity for Call Center teams utilizing the Aspect Call Center and/or Avaya system.
    • Compiles and analyzes statistical data relative to team productivity.
    • Supports and executes strategic initiatives for the team to meet company objectives.
    • Builds strong partnerships with IT to ensure all telephony functionality and integration with internal applications run efficiently and effectively.
    • Collaborates with Reporting to build efficient system and agent productivity reports through service level and contract oriented metrics.
    • Builds partnerships with departmental leads to identify the most cost-effective ways of performing routine procedures (i.e., call center efficiency tools such as call routing, computer dialers, and call center scheduling) for the department.
    • Provides ongoing operational development, leadership, coaching and training to Loan Systems team.
    • Organizes daily work flow and appropriate staffing for Telephony Administration team.
    • Ensures team consistently adheres to Company policies and procedures, code of ethics and all Federal, State and local laws.
    • Prepares staff to provide appropriate levels of support to customers, both internal and external.
    • Monitors and evaluates service performance to ensure productivity and quality standards are met or exceeded.
    • Leverages relationships with internal business partners to improve performance efficiencies and identify process improvements.
    • Creates and ensures shift and staffing requirements are fulfilled for inner-departments to handle inbound/outbound call volumes.
    • Regulates agent activity and productivity on call center performance to management via productivity/incident reports and email communications.
    • Serves as a primary contact for the business as well as IT in regards to any and all things related to telephony.
    • Maintains a comprehensive working knowledge of all tools that are available to each associate, continually coaching and training associates.
    Other Functions:
    • Other duties as assigned.
    Supervisory Responsibilities:

    Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander's policies and applicable laws.

    • Education -
      • Bachelor's Degree: Business, Finance or equivalent field.
      • or equivalent work experience
    • Experience -
      • 5-9 years Management experience
      • 3-5 years Call Center experience strongly preferred
    • Skills & Abilities -
      • Advanced knowledge of Aspect UIP (version 7.1 or higher) and ALM or Avaya Communication Platform (version 6.x or higher), Unified Command and Control, and Advanced List Mgt.
      • Technical background required (SQL, Access, Linux)
      • Ability to write advanced SQL queries to troubleshoot and identify issues.
      • Ability to maintain confidentiality.
      • Advanced Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) skills.
      • Ability to build relationships and trust with team members and customers.
      • Ability to develop goals and consistently seek learning opportunities in order improve.
      • Ability to make effective decision making on complex matters.
      • Ability to multi-task and meet strict deadlines.
      • Superior analytical, problem solving and critical thinking skills.
      • Excellent interpersonal, supervisory, and customer service skills required.
      • Ability to adjust to new developments/changing circumstances.
      • Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems.
      • Ability to analyze risk and design efficient control practices to minimize risk.
      • Ability to lead, influence and direct peers, subordinates and management.
      • Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.
      • Ability to convey a sense or urgency and drive.
      • Excellent written and verbal communication skills
      • Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.
    • Execution - Accountability:
      • Proficient - Applying and Executing
        • Follows through to meet commitments to others
        • Takes responsibility for achieving strong results, despite balancing multiple complex demands
    • Execution - Initiative:
      • Proficient - Applying and Executing
        • Displays initiative, flexibility and focus to get things done
        • Actively contributes ideas, suggestions, and constructive comments in meetings and discussions
    • Execution - Excellence:
      • Proficient - Applying and Executing
        • Organizes and prioritizes workload and tasks for oneself and team members
        • Actively plans ahead for routine and cyclical work
    • Collaboration - Teamwork:
      • Proficient - Applying and Executing
        • Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change
        • Provides assistance and coaches less experienced team members
    • Change Orientation - Flexibility:
      • Proficient - Applying and Executing
        • Adapts quickly to change and makes suggestions for increasing the effectiveness of change
        • Appropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands
    • Change Orientation - Innovation:
      • Proficient - Applying and Executing
        • Initiates creation or modification of procedures, policies, systems or structures to more effectively meet customer needs and requirements
    • Change Orientation - Support for Change:
      • Proficient - Applying and Executing
        • Understands rationale for change and adjusts schedules and tasks to make things work
        • Anticipates and plans for changes in work schedules and assignments
    • Influence - Information Sharing:
      • Proficient - Applying and Executing
        • Uses information and data effectively to support a position and present a rational case
    • Influence - Two-way communication:
      • Proficient - Applying and Executing
        • Communicates in a timely and straightforward manner
        • Probes for additional information, clarifies assumptions and confirms agreed-upon actions
        • Keeps everyone involved informed about progress and issues
    • Problem Solving - Problem Identification:
      • Proficient - Applying and Executing
        • Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious
    • Risk Business Acumen - Industry Acumen:
      • Proficient - Applying and Executing
        • Stays current with industry and regulatory trends and emerging risk issues
        • Has good understanding of current market and competitive landscape that the organization operates within
    • Collaboration - Conflict Management:
      • Proficient - Applying and Executing
        • Establishes rapport with all parties in an attempt to diffuse tension
        • Confronts the issue, not the person
    • Collaboration - Relationship Management:
      • Proficient - Applying and Executing
        • Knows who to reach out to inside and outside of one's team to get work done
        • Takes action to enhance working relationships needed to achieve seamless work flow
    • Customer Focus - Issue Ownership:
      • Proficient - Applying and Executing
        • Addresses customer's requests, ensures concerns are recorded accurately and action is initiated appropriately
        • Makes extra effort to satisfy customers needs and meet commitments
    • Risk Management - Knowledge of Risk Management Policies, Regulations, Processes and Procedures:
      • Proficient - Applying and Executing
        • Executes risk management process and procedures without management direction, and demonstrates awareness of expected results
        • Knows the relationship and impact of actions and results
        • Has an understanding of regulations impacting area supported
    • Risk Management - Risk and Compliance Adherence:
      • Proficient - Applying and Executing
        • Communicates the importance and benefits of risk management to counterparts
        • Displays natural skepticism and curiosity to question the status quo and uncover issues
        • Adheres to a good root cause analysis process
    Working Conditions:
    • Frequently: Minimal physical effort such as sitting, standing, and walking.
    • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
    • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.
    Employer's Rights:
    • This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
    • The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
    Posting ID: 552620429Posted: 2020-05-27