Position Title: Call Center Dialer Administrator
Job Location: Brookpark, OH
Full Job Description
Position Summary
The Call Center Dialer Administrator role includes administration of the LiveVox dialing platform, creation of new inbound/outbound campaigns, reporting on campaign and call center performance, and assisting with support of our LiveVox integration. This individual will handle all basic administrative functions, including user account maintenance, reporting, dashboards, and other routine tasks. The position will work closely with the collections departmental leadership when developing daily strategy execution.
Responsibilities
* Create, maintain and manager dialing lists and campaigns
* Manage LiveVox performance, including the monitoring of dropped calls, abandoned rates and other metrics needed to optimize call handling.
* Respond to user reported issues, troubleshoot with call center agents/supervisors experiencing problems or inefficiencies
* Work with third party integrations
* Communicate with management and business users daily to define, monitor and implement strategies and initiatives to optimize call center performance
* Configure, publish, and then schedule reporting as necessary – ensuring a high degree of accuracy
* Other duties as assigned
Required Qualifications:
* 2+ years relevant experience in administering telephony systems in a call center environment
* Understanding or Call Center Operations
* Detail-oriented, analytical, self-motivated, and comfortable in complex concepts
* Ability to work in a fast-paced environment and adjust workflows based on deadlines and need
* Ability to participate as an active team member within the organization and work towards a common goal
* Build relationships and gain alignment with peers, functional partners and/or external partners to accomplish business objectives
* Accept personal accountability
* Proficient in the Microsoft Office Suite Applications such as Word, Excel, Power Point, Outlook
* Knowledge of federal regulations related to credit and collections
* Strong verbal and written communication skills, with the ability to present and effectively communicate information to leadership
* Operates at the highest level of integrity and transparency
* Capability to work from home if required
* Scheduling flexibility – ability to adjust to support/resolve critical issues as they arise
Preferred Qualification:
* Bachelor’s Degree preferred, or equivalent work experience required
* Prior experience managing LiveVox dialer solution software a plus
Minimum Qualifications
Bachelor’s degree or equivalent work experience; OR 3+ years of relevant experience
#J-18808-Ljbffr