Monitors effective predictive dialer campaigns. Assists with effective analysis of dialer performance, creates dynamic and versatile dialer reporting, and recommends dialer configuration changes to the Business. This job requires scheduled on-call availability during all 89 hours that Collections is operating each week, and flexibility in scheduling as shifts could change based on business and dialer operation needs.
Key Responsibilities: Conducts daily process checks and verifies callable downloads. Assists with the development of the day's tactical calling plan based on expected staff availability, volume, and penetration goals.Operates the predictive dialer and configures the dialer platform applications.Maintains historical data and reporting of input measures, job productivity, and effectiveness of tactical plans. Analyzes and interprets data to implement process improvements. Integrates data from multiple external data sources.Assists the supervisor with reporting duties, including running daily and hourly reports, and taking ownership of any reports delegated by the supervisor.Monitors dialer campaigns to drive productivity and performance. Performs real-time adjustments or changes to call campaigns based on agent idle time, abandon rates, and real-time answer rates.Monitors real-time performance output for RPC Rate and Connect Rate, adjusting or changing dialer tactics to optimize RPC rates and ensure optimal list or file rotation.Works directly with Information Systems support personnel (including third-party vendors) to clarify business requirements, prioritize requests, and review the status of work performed by the Information Systems support group.Opens helpdesk tickets and interfaces with Information Systems to resolve dialer issues.Optimizes Prime Time attempts by segments, including business group, delinquency, time zones, and risk scores.Provides input to leadership on ideas for improving dialer processes, increasing efficiency, and adhering to FDCPA legal compliance.Other duties as assigned by leadership.Requirements: Bachelor's degree.Preferred but not required: Proficient in using dialer software and related technologies.Familiarity with call center operations and key performance metrics.Fluent in verbal and written English.Keyboarding and navigation skills between various programs and systems.Working knowledge of MS Office (intermediate).No write-ups in the last 12 months.Weekday availability to work 48 hours per week.Open to flexible scheduling, including Sundays.Competencies: Oriented to results and details.Flexibility for change.Analytical skills.Customer Focus.Quality-oriented.Cross-Functional focus.Able to manage different software.
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