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Now viewing: Dialer Administrator I
RM
Rocket Mortgage, LLC
Dialer Administrator I
Job Description
(For Mr. Cooper Integration) -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