Posted on: 10-17-2013
Job Location: Orange, CA
Dialer/WFM Manager

Western Dental Services, Inc., California’s largest dental services provider and one of the nation’s largest dental HMO’s, is looking for a bright, motivated Dialer/WFM Manager. The Dialer/WFM Manager will be responsible for managing and administering the Dialer (Avaya and Dial Connection) functionality as well as productivity reporting and analyzation for 200+ Associates. The position will have 6+ direct reports. Duties include, but are not limited to monitoring and surpassing KPI’s including inbound service level, abandon call rates, skip tracing, list penetration, scheduling, adherence to schedules, dialer campaigns, contacts per paid hour and contact strategy. Western Dental’s team consists of over 600 professionals and staff at Western’s corporate headquarters in Orange, California and more than 250 dental clinic locations.

Key Responsibilities:

  • Optimize daily performance on the Avaya and Dial Connection Telephony platforms and ensures appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume
    • Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies
    • Creates schedules for SSR’s and Collectors including start time, breaks, lunches and meetings to maximize performance efficiencies and effectiveness
    • Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI’s are surpassed
    • Working knowledge of CMS reporting and a scheduling software program
    • Executing dialer strategy for multiple departments
    • Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively including left messages via human or virtual
    • Responsible for development, testing, implementation and production of daily business reporting
    • Completes regular Quality Assurance monitoring of the dialer systems and processes
    • Ensure FDCPA, TCPA, WDS, Federal and State compliance requirements
    • Provide leadership, guidance and day to day support for the workforce management team including measurable goals and objectives for each direct report
    • Functions as primary point of contact to WDS dialer strategies (sales and collections), advocate for team strategic insight, results and makes recommendation for process/system changes
    • Identifying and implementing process improvements
    • Effective communication verbal and written skills, excellent time management and organizational skills, attention to detail and problem solving skills and demonstrated analytical competencies
    • Ability and willingness to lead change and drive accountability through sound Change Management focus


  • Bachelor’s degree from an accredited 4-year college or university preferred
  • Looking for a leader with strong business acumen, leadership skills and practical system experience (Avaya Dialer/CMS and Workforce)
  • Minimum 2 years previous leadership experience in a high volume contact center while possessing the ability to handle multiple priorities and projects simultaneously
  • Technically competent on the Avaya or Dial Connection systems
  • Possess excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, and application users
  • Communicate and collaborate with developers and subject matter experts to establish the technical and functional requirements for new contact center and marketing driven initiatives
  • Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into application and operational requirements
  • Ability to provide leadership and direction and support for a 7 day a week operation
  • Competency in developing effective solutions to diverse and complex business opportunities
  • Demonstrated hands on working knowledge and capability in managing Predictive, Preview and Power Dialing modes in a blended Avaya and or Dial Connection environment


Contact information:
Sandra Payan