Note: The job is a remote job and is open to candidates in USA. Rocket Mortgage is a mortgage industry company focused on helping clients achieve homeownership. The Dialer Administrator I manages outbound, inbound, and blended dialer campaigns, analyzes performance data, produces reports, troubleshoots production issues, and supports multiple call centers.
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. 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
Skills
- 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
- Some college and/or Mortgage/Financial services experience a plus
- Bachelor's degree preferred
- Dialer experience preferred
- SAS experience preferred
Benefits
- Eligible team members may be eligible for an annual bonus
- Eligible team members may be eligible for incentives
- Medical benefits
- Dental benefits
- Vision benefits
- 401K retirement plan
- Paid time off
Company Overview
Company H1B Sponsorship