Dialer Administrator

Key Responsibilities

• Configure, maintain, and optimize the outbound dialer system to support collections operations.
• Import and manage daily account lists for outbound dialing campaigns.
• Schedule and manage dialing windows to align with compliance requirements and operational goals.
• Assign and update agent skill groups to ensure efficient call routing and agent productivity.
• Monitor dialer performance metrics and make real-time adjustments as needed.
• Collaborate with collections management to implement campaign strategies and reporting.
• Troubleshoot technical issues related to the dialer and coordinate with vendors or IT as needed.
• Ensure adherence to regulatory and compliance guidelines related to outbound calling.
• Document dialer processes and changes to maintain operational transparency and continuity.

Key Requirements:

• 2–4 years of experience in a call center or collections environment, with at least 1 year managing or configuring dialer systems (e.g., Noble, Genesys, Five9, etc.).
• Strong understanding of outbound dialing strategies and compliance considerations (e.g., TCPA).
• Familiarity with importing data files and managing call campaigns within a dialer platform.
• Experience working with agent skill groups and call routing logic.
• Proficiency in Excel and basic data analysis.
• Detail-oriented with strong organizational and problem-solving skills.
• Excellent communication and collaboration skills.
• Experience in the auto lending industry or financial services preferred.

The Ideal Candidate Will Have:

• Outstanding organizational skills 
• Excellent written and verbal communication skills 
• High level of integrity 
• Strong sense of teamwork, yet able to work independently 
• Self-motivated and able to work with minimal supervision 
• Works well in fast pace, high-volume environment 
• Excited by the idea of constant change