Dialer Administrator I

Rocket Mortgage•Cypress Waters, TX

11d

About The Position

Responsible for day-to-day execution and monitoring of outbound dialer jobs’ performance, inbound and blend application changes, adhoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple call centers and diverse groups. Develop/Create dialer calling strategies, campaigns, and filters setup, testing, monitoring, and verification. Review and analyze campaign results and adjust to provide maximum performance. Manage daily dialer campaigns to ensure business strategies are implemented as designed. Provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators. Assist in the planning, implementation, maintenance, and monitoring of all Avaya Dialer systems. Provide support to Dialer management with analyzing collection trends. This includes the ability to produce, understand, and analyze efficiency or gap reports to recommend process changes/updates. Track key performance indicators, generate and distribute dialer reports to operations. Maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours.

Requirements

High school diploma or GED equivalent required
One year Avaya Proactive Contact version4.0 or Genesys Dialer experience
Call center experience required
1 year of SQL experience required
1-2 years of experience in Access
Operates under significant supervision
Routine work assignments; determines decisions based on set process given by management
Actions have impact on the successful completion of assignments
Scope of work occasionally impacts assigned business area
Participates in communication with customer; directly influences customer experience
Possesses clear and professional verbal and written communication skills
Open to communication; is approachable and receptive
Demonstrate basic computer skills necessary for job function
Accurate data entry and reporting
Must be able to work Monday - Friday 11 am - 8 pm with one late day per week 3:00 pm - 11:00 pm
Saturdays as needed

Nice To Haves

Some college and/or Mortgage/Financial services experience a plus
Bachelor’s degree preferred
Dialer experience preferred
SAS experience preferred

Responsibilities

Develop/Create dialer calling strategies, campaigns, and filters setup, testing, monitoring, and verification
Review and analyze campaign results and adjust to provide maximum performance
Manage daily dialer campaigns to ensure business strategies are implemented as designed
Provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators
Assist in the planning, implementation, maintenance, and monitoring of all Avaya Dialer systems
Provide support to Dialer management with analyzing collection trends
Track key performance indicators, generate and distribute dialer reports to operations
Maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours