[Hiring] Dialer Administrator I @Rocket Companies

Role Description

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, including 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

Qualifications

• 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
• 1 year of SQL experience required
• 1-2 years of experience in Access
• SAS experience preferred

Requirements

• 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; 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

Benefits

• Health and well-being support for you and your family
• Various perks and health benefits for eligible team members
• Support to help you live your best life

Company Description

Rocket Mortgage® was founded in 1985. Today, we’re a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools, and resources empower our clients to achieve their homeownership dreams.

We’re known as experts in the mortgage industry, but we’re also innovators – we strive to create the best experiences for our clients from beginning to end. And we’re not your typical employer. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard.

Apply today to join a team that offers career growth, amazing benefits, and the chance to work with leading industry professionals.