Dialer Administrator I

Rocket Companies • Dallas, TX

1d

About The Position

This role is responsible for the administration and optimization of dialer campaigns and omni-channel vendor platforms to support business initiatives and performance goals. The Dialer Administrator will create and maintain campaign items, analyze campaign results, oversee vendor platforms, manage outbound performance, and support the planning and maintenance of Genesys CX Dialer systems. Additionally, this role will assist in analyzing collection trends, tracking key performance indicators, generating reports, maintaining dialer settings, and monitoring inbound queues to ensure service level agreements are met.

Requirements

• Experience with Genesys CX Dialer systems.
• Ability to analyze collection trends.
• Proficiency in producing, understanding, and analyzing efficiency or gap reports.
• Skill in tracking key performance indicators.
• Experience generating and distributing dialer reports.
• Ability to maintain and update dialer settings.
• Experience monitoring inbound queues and updating agent skills.
• Familiarity with workforce management principles for queue staffing.

Responsibilities

• Create and maintain new and existing dialer campaign items (selections, jobs, calling lists, strategies) to ensure business initiatives are implemented as designed, and executed efficiently.
• Review and analyze campaign results and adjust to provide maximum performance on outbound initiatives.
• Oversee omni channel vendor platforms – execute on daily vendor strategy and monitor for completion.
• Manage outbound performance based on real time monitoring and historical reporting; 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 Genesys CX 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.
• Monitor inbound queues and update agents skills to ensure inbound queue metrics meet business standards – work closely with workforce management to ensure inbound queues are monitored closely and staffed accordingly.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed