Remote Dialer Operations Analyst II

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.
• Perform actions required to maximize production within the dialer platform.
• Analyze results of calling campaigns via dashboards and daily reporting, and make recommendations for changes as needed.
• Actively participate in research phase of each initiative / change.
• Effectively communicate on a regular basis to business units overall routing and call flow design.
• Real-time monitoring of campaigns, dialer agents, calling list penetration and statistics.
• Engage Dialer vendor directly when needing to troubleshoot or escalate system performance issues.
• Partner with dialer support team to optimize resource utilization.
• Understand the dialer metrics, functionality and all departmental processes.
• Develop and update all dialer operations documentation.
• Act as an escalation point for advanced or difficult dialer system issues.
• Remain highly organized in order to handle and adapt to multiple demands.
• Collaborate and build rapport with the business while remaining innovative and consistently motivated.
• Partner with other departments when needed for system / IVR enhancements and troubleshooting.
• Maintain consistent attendance to ensure fulfillment of essential duties.
• On call responsibilities as needed to ensure system support outages are handled.

What You'll Need :

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. We hope you'll consider joining our growing team of uniquely talented professionals as we transform residential real estate.

What We Offer :

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.