Resolutions Lead

📋 Description

• Own admin, optimization, and daily management of the Five9 dialer across operations.
• Develop outbound dialing strategies to maximize contact rates and recoveries.
• Manage dialer campaigns, routing, pacing, suppression, and segmentation across portfolios.
• Monitor dialer and agent performance metrics; identify improvement opportunities.
• Partner with Ops, WFM, Product, Eng, Compliance, and Vendors on scalable dialing.
• Ensure compliance with TCPA, FDCPA, and internal policies.

🎯 Requirements

• 3+ years managing or administering a Five9 collections dialer.
• Strong knowledge of collections operations and contact center workflows.
• Experience with predictive, progressive, preview, and blended dialing.
• Experience meshing AI agents with human agents in dialing efforts.
• Familiarity with TCPA, FDCPA, and regulatory requirements.
• Experience supporting high-volume contact centers.

🎁 Benefits

• Health care coverage - Affirm covers all premiums for you and dependents.
• Flexible Spending Wallets with tech, food and lifestyle stipends.
• Time off - vacation and holidays to rest and recharge.
• ESPP - Employee stock purchase plan at a discount.