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Dialer Operations Analyst II

Come join our amazing team and work remote from home! 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. The target pay for this position is $75,000.00 / yr - $85,000.00 / yr.

What You'll Do

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.

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.

What You'll Need

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 Alarvia Via or Genesys Cloud 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.

Our Company

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience.

What We Offer

Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

Customized training programs to help you advance your career.

Employee referral bonuses so you'll get paid to help Carrington and Vylla grow.

Educational Reimbursement.

Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit : carringtoncf.org.

Notice to all applicants : Carrington does not do interviews or make offers via text or chat.

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.