• Dialer Administrator

    Job Locations US-MA-Andover
    Posted Date 7 days ago(7/12/2018 11:00 AM)
    Job ID
    2018-1133
    Category
    Collections Operations
    Region
    Northeast
    Type
    Regular Full-Time
  • Overview

     

    Zwicker & Associates PC is a national law firm that represents some of the largest creditors in the nation. Growing strong since 1991, Zwicker encompasses a large clientele ranging from major credit cards issuers to student loan collections.

     

    Position Summary:

    Zwicker is presently seeking a Dialer Administrator with experience in a fast-paced environment to join the team in our Massachutes office located in Andover.  The Dialer Administrator will report to our Dialer Manager at the Tempe, Arizona office.

     

    The Dialer/Call Center System Administrator is responsible for the day-to-day execution and monitoring of outbound dialer performance, inbound and blended application changes, ad-hoc data analysis, production of reporting (daily, weekly, monthly, quarterly, etc.), troubleshooting of production issues, and operations support of one or more call centers and diverse groups.

    Responsibilities

     

    • Management, administration, real-time monitoring and adjustment of dialer inbound queues, agent availability, agent skill sets, and outbound dialer campaign results.
    • Act as an escalation point for advanced or difficult dialer system issues.
    • Design, build, and maintain campaigns, calling lists, filters, and pull performance and compliance reporting.
    • Creating and maintaining blended dialing services for the offices with respect to applications, priorities and filters, list schedules and call data definitions.
    • Review of exception reporting and inventory to insure accurate execution of policies and procedures, FDCPA compliance, and all state and federal regulations.
    • Regularly perform QA checks to ensure business rules are being met within dialer file
    • Regularly review performance reporting at campaign and agent level and report deficiencies to dialer manager and or collection management team.
    • Perform continuous in depth analysis on results and provide direction on strategic solutions to improve dialer performance.

    Qualifications

     

    • Bachelor’s degree or combination of education and experience may be considered
    • FDCPA Certification or knowledge
    • Two (2) years of experience managing the Noble dialer system.
    • Minimum four years’ experience working in Contact or Collections Call Center
    • Advance knowledge of Microsoft Excel
    • Advance knowledge of Structured Query Language, (SQL)
    • Ability to work with and analyze large sets of data
    • Strong analytical and organizational skill

     

    This is a full time, full benefit position. Benefit package includes medical & vision insurance, dental insurance, long term disability insurance, life insurance, compensated time off, and 401K with match.

     

    No Phone Calls, No Agencies, EOE, Drug-Free Workplace

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