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Call Center Analyst - Dialer Administrator

Location: Lewisville, TX, United States
Req ID: 016346

Job Description

Description

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Check It Out!

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

  • Develop/Create dialer calling strategies, campaigns, and filters setup, testing, monitoring, and verification
  • Review and analyze campaign results and adjust to provide maximum performance
  • Manage daily dialer campaigns to ensure business strategies are implemented as designed
  • Provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators
  • Assist in the planning, implementation, maintenance, and monitoring of all Avaya Dialer systems
  • Provide support to Dialer management with analyzing collection trends.  This includes the ability to produce, understand, and analyze efficiency or gap reports to recommend process changes/updates
  • Track key performance indicators, generate and distribute dialer reports to operations
  • Maintain/updates dialer settings as needed to maximize scheduling to cover all operating hours
  • CCO Database maintenance
  • Compose, Edit, and maintain file SQLs
  • Oversee Omni platforms both monitoring and creating strategy
  • Provide support to call center by manning the department help line to answer questions and help with dialer related issues

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

016346

Job Category:

Servicing

Primary Location City:

Lewisville

Primary Location Region:

Texas

Primary Location Postal Code:

75067

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Servicing

Additional Posting Location(s):

Alternate Requisition:

No

Summary

Primary back-up for Dialer Analyst and Dialer Administrator I. Responsible for creation of new calling strategies, filters, and campaigns; editing and maintaining job inventory for all call center groups, owns all aspects of CCO reports and distribution. Responsible for monitoring of outbound dialer jobs’ performance, inbound and blend application changes, adhoc data analysis, troubleshooting of production issues, and operations support of multiple call centers and diverse groups.
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