Call Center Dialing Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop, configure, and modify calling queues and campaigns using FACS and LiveVox.

• Establish and uphold call dispositions, scheduling parameters, pacing, routing, and queue sequencing rules.

• Supervise active campaigns and implement real-time modifications to priority, pacing, and routing.

• Diagnose queue and campaign configuration issues, escalating to IT or the vendor when necessary.

• Execute basic MUMPS configuration adjustments within FACS.

• Ensure campaign setups adhere to FDCPA regulations and internal calling policies.

• Examine account inventory and verify appropriate distribution across ongoing campaigns.

• Detect unworked, under-contacted, or outdated inventory and either load or reassign it into active queues.

• Report inventory or coverage discrepancies to the VP of Operational Strategy.

• Extract and compile campaign and inventory data utilizing Microsoft Access queries.

• Create Excel reports with pivot tables and charts that summarize dialing metrics.

• Provide data extracts and historical trend exports for forecasting and revenue analysis.

• Support the Business Intelligence team with data validation for Power BI reports.

⛳️ Requirements

• Minimum of 2 years of practical experience managing FACS, LiveVox, or a similar outbound dialer/campaign management system.

• Proficient in writing and executing basic queries in Microsoft Access.

• Strong working knowledge of Microsoft Excel, including pivot tables and fundamental charting.

• Familiarity with contact rate, right-party contact rate, penetration, and conversion metrics.

• Excellent attention to detail and capability to manage multiple concurrent live campaigns and support tickets.

• Comfortable diagnosing dialer issues and implementing configuration changes in real time.

• Preferred: experience with SQL or other database query tools.

• Preferred: knowledge of FDCPA compliance requirements for outbound collections calling.

• Preferred: background in collections, financial services, or another high-volume outbound call center setting.

• Preferred: exposure to Power BI reporting.

• Associate's degree or equivalent practical experience; a bachelor's degree is advantageous but not mandatory.

• Reliable internet access for remote work settings.

• Willingness to work occasional extended hours during peak campaign periods or system updates.

🏝️ Benefits

• Primarily a sedentary position performed in an office or remote setting.

• Reliable internet access is necessary for remote work arrangements.