Dialer Administrator I

About the role

Responsible for day-to-day execution and monitoring of outbound dialer jobs’ performance, inbound and blend application changes, ad hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple call centers and diverse groups.

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
• Aid in the planning, implementation, maintenance, and monitoring of all Avaya Dialer systems
• Support Dialer management with analyzing collection trends, producing, understanding, and analyzing 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
• Some college and/or Mortgage/Financial services experience a plus
• Bachelor’s degree preferred
• One year Avaya Proactive Contact version 4.0 or Genesys Dialer experience
• Call center experience required
• Dialer experience preferred
• One year of SQL experience required
• One- to two-years of experience in Access
• SAS experience preferred

Qualifications

• 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

Skills

• Clear and professional verbal and written communication skills

Benefits

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back.

Pay

$24.52-$34.13

Schedule

Monday - Friday 11 am - 8 pm with one late day per week 3:00 pm - 11:00 pm. Saturdays as needed.