FVP Sales Contact Strategy

Company: PennyMac
Location: Pasadena
Posted on: January 15, 2021

Job Description:

OverviewResponsible for retail contact strategies. Manages dialing and contact strategies to maximize yield on leads and deliver exceptional customer experience and sales results. Collaborates with Sales, Dispatch and Marketing leadership to design and deliver effective and efficient calling campaigns and customer follow-up strategies. Business owner of retail telephony channel. Responsible for all aspects of the channel including strategy development, prioritization of initiatives & communication of business requirements. Collaborates with IT telephony teams to ensure projects meet Dispatch and Sales leadership expectations. Job DescriptionEvaluates, recommends and implements effective contact strategies. Utilizes data and metrics to predict, improve and measure the success of contact strategies. Uses test and control methodologies. Analyzes call center contact and transfer rates to identify, recommend, build and implement calling strategies. Manage and deliver interval, daily, weekly and monthly KPI performance on both inbound and outbound internal and external teamsWork with Production Reporting and Data Analytics team for effective reporting analytical tools. Coordinates Dispatch and Sales control tower activities, hours of operations, hiring and staffing schedules to improve effectiveness.Manages internal and external operations leveraging vendor and PNMAC technologies and capabilities to ensure business results and compliance. Collaborate with Dispatch, Sales and Marketing leadership on telephony initiatives, projects, and contact rate goals. Ensure optimal routing, queueing, use of skills & dialers. Support a culture of high quality and zero defects. Perform other related duties as required and assignedDemonstrate behaviors which are aligned with the organization---s desired culture and valuesDeliver exceptional sales and customer experience results and consistently adhere to corporate and industry compliance requirements. Ideal Candidate will have the following:A bachelor---s degree in business, marketing, technology management, project management or related field requiredA 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 platformsProficient 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 requiredMust have experience collaborating across business linesMust demonstrate detailed knowledge of technologies and processesMust demonstrate intellectual curiosityStrong understanding of key drivers within a call center, including contact rates, list management and optimization, service level attainmentProven 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 resultsStrong leadership, verbal, and written communications skills. Must be highly proficient in Excel and WordProven 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 managementLI-SB1Job SummaryRequisition ID: 20-19656Location: US-CA-PasadenaPosition Type: RegularCategory: Management

Keywords: PennyMac, Pasadena , FVP Sales Contact Strategy, Sales , Pasadena, California