Dialer Admin Specialist  

The Dialer Admin Specialist position requires the creation, implementation, interpretation, and in-depth analysis of productivity reports and dialer operations in order to create developmental plans. Data analysis that translates to strategic decisions. Intra-Day accountability for Dialer and Client Campaign performance, and managing exceptions.

The Dialer Admin Specialist will manage all aspects of production environments conducting Outbound/Inbound/Multi-Channel calling campaigns to FPS clients. (S)he will implement standards and guidelines for interaction with customers, monitoring platform health, setting contact strategies, coordinate with clients and operations, and provide insight to ensure that the expectations of the customers and business are met.

• Works directly with Operations to identify gaps in Collections opportunities and creates Dial lists, Email Batch lists, and Text Message lists to ensure solid coverage of all client campaigns. Global accountability. Lead a team of dialer administrators to include recurring training and recruiting.
• Ensure proper operation of Predictive Dialing System and Outbound Interactive Voice Response Software.
• Create outbound dialer services and monitor dialer efficiency daily.
• Create, implement, and analyze reporting for all dialer operations
• Provide management, support, maintenance, configuration, administration, monitoring, and troubleshooting of all FPS outbound contact center platforms.
• Design & maintain Dialer campaign packages, including configuration and scripts for a line of business integration, CRM information, dispositions, contact strategies & pacing, skilling, etc.
• Provide training and support to the Operations Unit in the use of technology hardware and software.
• Provide reporting and analytical tools to assess compliance and effectiveness of the team of Dialer Team.
• Field any escalated technical and/or operational issues in a timely manner to minimize dialer downtime.
• Plan, lead, motivate, train, and monitor the team while ensuring compliance with pertinent legislation guidelines and achievement of maximum collection results for clients and the company.
• Performance coaching, scorecards, development plans, and agent administration must be accurate and executed in a timely manner.
• Accountable for all decisions, actions, and directives.
• Responsible for a progressive discipline of direct reports with regards to attendance, performance and all aspects of company policy up to and including termination.
• Knowledge, understanding, compliance, and enforcement of all applicable Federal and Local laws and regulations relating to job duties.
• Knowledge, understanding, and compliance with company policies and procedures.
• Make recommendations to implement improved processes.
• Responsible for the department’s overall performance and for motivating a team to exceed department goals and objectives.
• Follow up in a timely manner to ensure customer satisfaction.
• Provide feedback to management concerning possible problems or areas of improvement.
• Perform other duties as assigned by management.

• Previous experience running a predictive dialer
• Ability to work in a fast-paced, team-oriented environment.
• Strong attention to detail
• Strong problem solving & analytical skills
• Ability to manage a team
• Strong ability to adapt to change
• 5+ years of debt collection experience operating or managing a high volume contact center environment.
• Experience with the following products, technologies, and environments: Asterisk, Vicidial, SQL, PHP, Perl, Unix
• Knowledge of TCPA, FTC, and state laws