Job Title

Dialer Coordinator

Job Description

RESPONSIBILITIES: • Troubleshooter for all Recovery hardware and software system issues. • Responsible for assisting the Director and Supervisors of Recovery Technology and strategy in evaluating and testing all Recovery system upgrades and soft cares prior to them being moved to the production systems. • Accountable for thoroughly evaluating, understanding and documenting global implications of any recommended system changes (User, Vendor and I.T.). • Fulfill the role of technical advisor to the Recovery teams on daily strategy planning and contact solutions. • Participate in capital projects, proposals and analyses in particular when the impact any Recovery systems, software or strategies. • Recommend application improvements and upgrades. • Develop and streamline processes to improve efficiency and productivity through standardized process development. • Recommend and assist in the implement of Dialer, CACS and Telecommunication improvements • Participate in CACS enhancements through detailed project plan with IT and CGI-AMS and the Recovery Departments. • Responsible for the execution of secured FTP communication with our vendors. • Assist with Recovery technical and system solutions during pandemic and disaster execution. • Provide technical education and training regarding analysis methods, Dialer, CACS, Access, and CDS. • Proactively seek, recommend and implement strategic and technological enhancements which will enable Recovery to remain up-to-date on available systems and strategies. • Assist in evaluating and testing all strategy changes prior to moving them into the production system. • Identify, implement and manage technical and strategic opportunities in our current systems (CACS, Dialer, HP Credit). • Evaluate any recommended strategy changes to ensure they are sound and consistent with the departments overall philosophy. • Monitor all Recovery systems to ensure that our performance is not being negatively impacted by a system issues internal and external to Recovery (Vendor, telecommunication, upgrade issues, etc.) • Research recovery trends for efficiency opportunities, working with each business unit to collect and distribute information. Provide reports on results. Assist executive management with organization planning to achieve future growth objectives. • Develop Champion/Challenger testing to measure and improve the effectiveness of the Recovery Department strategies (dialer and manual). • Independently enact alternative processes during dialer downtime. • Build, analyze and present the results of any assigned champion/challenger tests to the Director and Supervisor. • When requested, prepare accurate forecasts and data summaries for decision making on new proposals, daily productivity and financial performance and portfolio management. • Oversee the development of ad-hoc queries and analysis to aid in decision making to the Director and Supervisors of T&S. QUALIFICATIONS: * 1-2 years Contact Center experience or a telephony background in a technical support or analytical role is required * 2 years working with a predictive dialer system * Basic knowledge and understanding of SIP * 5+ years experience in a call center environment * Strong EXCEL skills * Demonstrated ability to analyze data, identify risks, create a plan of action, and execute that plan * Availability to work over-time as needed

Desired Skills and Expertise

High School or equivalent

Industry

Customer Service

Experience

< 2 years

Job Type

Full Time

Salary / package

Not Specified