Analyst, Dialer Operations, II

Posted on Indeed on Jun 08, 2021
Overview:

FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated financial services company that covers virtually every aspect of the single family residential real estate transactions- investments in U.S. real estate and mortgage markets, loan origination and servicing, asset management and property preservation, real estate sales and rental, and title and escrow services.


Why you should join Carrington:

  • Our medical, dental and vision benefits for full-time, regular employees are highly competitive.
  • Our tuition reimbursement and great career advancement opportunities encourage employee growth.
  • The senior leadership team is full of top industry leaders.
  • We are an innovative and rapidly growing company.
  • Our employees have access to several fitness, restaurant, retail (and more!) discounts through our exclusive employee portal.
  • An exciting, innovative and entrepreneurial work environment.
Responsibilities:
The Dialer Operations Analyst II will execute, design, manage and analyze all daily dialer campaigns and strategies for all business units within the organization. Make operational recommendations to ensure that optimal performance is reached and sustained. Create and maintain daily system and agent productivity reports. Work with business units to create a high performance driven dialer system, providing support and feedback to achieve business goals. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Collaborate with business units to determine overall strategy, designing efficient calling campaigns that meet or exceed defined KPIs, such as penetration, right party contact rate, abandonment rate, compliance and quality testing.
  • Perform actions required to maximize production within the dialer platform, such as changing campaign filters, adjusting dialer throttle and predictive algorithms, modifying and developing new campaigns and adjusting dialing treatments as part of the overall strategy design.
  • Analyze results of calling campaigns via dashboards and daily reporting, and make recommendations for changes as needed to achieve desired results.
  • Actively participate in research phase of each initiative/change, ensuring plans are documented and proactively communicated, updated and maintained.
  • Responsible for all phases of individually assigned initiatives/changes in project management system through to completion, including post work such as monitoring and obtaining feedback to ensure satisfaction.
  • Effectively communicate on a regular basis to business units overall routing and call flow design for inbound/outbound IVRs, campaigns, system and project health, including status updates to management.
  • Real-time monitoring of campaigns, dialer agents, calling list penetration and statistics to ensure agents are fully utilized.
  • Engage Dialer vendor directly when needing to troubleshoot or escalate system performance issues, providing team and management with timely updates.
  • Partner with dialer support team to optimize resource utilization as it relates to call forecasting and meeting daily business needs.
  • Understand the dialer metrics, functionality and all departmental processes that aid the reporting team with further statistical analysis.
  • Develop and update all dialer operations documentation, including responsibility for maintaining up-to-date information on standard operating procedures (“SOP”s).
  • Act as an escalation point for advanced or difficult dialer system issues, assist other dialer operations’ staff in troubleshooting and resolving complex issues.
  • Remain highly organized in order to handle and adapt to multiple demands and competing priorities in support of team and department needs and objectives
  • Collaborate and build rapport with the business while remaining innovative and consistently motivated to drive projects and support that will provide scale, forward progress and efficiencies.
  • Partner with other departments (IT, Data Integration, etc.) when needed for system/IVR enhancements and troubleshooting of issues.
  • Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities
  • On call responsibilities as needed to ensure system support outages are handled and coverage is provided for weekend activity
  • Perform other duties as assigned
Qualifications:
ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

  • Strong technical and problem-solving skills
  • Proficiency in MS Word, MS Excel, MS Access
  • Excellent written, presentation and verbal skills to be able to communicate with employees at various levels and scenarios
  • Excellent time management skills with the ability to prioritize workload and set daily goals
  • Proactive skillset and innate nature to make recommendations as opportunities arise
  • Ability to apply analytical skills to solve problems creatively
  • Ability to effectively share insights obtained through ongoing performance analysis that drives actions and results
  • Ability to look beyond defined role and objectives to focus on proactive and strategic thinking and professional excellence
  • Ability to work under fast-paced complex environments and meet tight deadlines
  • Ability to work independently and can make decisions for various components of the position
  • Understands the importance of remaining compliant with our policies, processes and legal guidelines
TYPICAL EDUCATION, EXPERIENCE AND/OR LICENSES:

  • Bachelor's degree preferred; equivalent combination of education and experience may be substituted in lieu of degree.
  • A minimum of two to three (2-3) years’ related technical or call center experience, with automated dialer management in a blended call environment.
  • One to three (1-3) years of experience with SQL preferred
  • Programming (CX) preferred or 2-3 years in other program languages
  • Experience in Aspect Via and eWFM preferred
  • Experience with Python, Java, JYSON, and SSIS preferred
  • Previous experience in Project Management a plus
  • Predictive dialer experience a plus
  • Proven experience influencing in complex organization structures

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