Responsibilities:
Real-time monitoring of outbound/inbound dialing, importing dialer lists, starting/stopping campaigns, activity communication, adjusting dialing pace, flagging agent behavior to leadership, and ensuring all metrics remain within acceptable ranges
Develop and maintain pieces of the dialer system across multiple applications, agent profiles and assignments to contact list criteria, and build parameters
Daily input of all scheduling adjustments in the Workforce Management system.
Regular collaboration with operations leadership and balancing internal goals
Auditing of dialer settings and maintaining compliance with all regulatory restrictions, internal and external
Timely response to questions, requests, and issues from multiple departments across all platforms.
Qualifications:
2+ years collections experience in a voice contact center environment
Advanced knowledge of web-based software applications, LiveVox dialer system, MS Excel.
Analytical skills in a high-pressure, time-sensitive environment
Flexible hours including after-hours/on-call responsibilities
Strong problem-solving techniques to evaluate criteria and obtaining results on matters of significance to the business Direct experience in report analysis and providing data driven suggestions
