Outbound Dialer Administrator

ECMC Group is a nonprofit corporation focused on helping students succeed. Headquartered in Minneapolis, ECMC Group and its family of companies provide financial tools and services, as well as funding for innovative programs to help students achieve their academic and professional goals.

Job Summary

Responsible for all aspects of dialer-related functions (calling strategies, intra-day performance, call routing, etc.) to ensure call center strategies are implemented and do not negatively impact the dialer. Generates reports from the dialer system and other pertinent databases to provide accurate and timely data. Works with management, internal business customers, IT and vendors to ensure dialing and IVR systems are functioning properly.

Essential Duties and Responsibilities

• Monitors existing systems and processes to ensure system is working properly
• Works with vendors and IT, tests enhancements, upgrades, or other changes to the system
• Works under guidance of telephony management and Principal Analyst, changes system parameters to meet business customer needs
• Collects data from relevant databases and systems to analyze and report data results and trends                                                           
• Participates in the planning of dialer strategies which may impact all customers in the portfolio and revenue generated by the organization
• Analyzes and interprets data through identification of selected data to determine trends, patterns, variance, anomalies, etc.
• Provides data analysis to aid in training program development
• Presents and makes recommendations for process and system performance improvements to management through data analysis
• Monitors system performance, researches and recommends solutions to system problems
• Performs other related duties as assigned

Required Qualifications

• High School diploma or GED
• 1+ years experience analyzing data
• 3+ years progressive experience working in a call center or collection environment

Preferred Qualifications:

• Bachelor’s degree
• Experience with automated dialer
• Workforce Management experience
• Intermediate to advanced proficiency in Microsoft Excel
• Knowledge of SQL
• Excellent oral and written communication skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The ECMC Group, Outbound Dialer Administrator position observes a hybrid work model, working in-office on Monday and Tuesday and working from home Wednesdays, Thursdays, and Fridays.

Salary range for this position is $60,000 - 70,000. Actual base salary may vary based upon, but not limited to, relevant experience, time in role, peer and market data, prior performance, business sector and geographic location.

ECMC Group also provides a comprehensive benefits package:  

• Health & wellness benefits: Medical, dental, and vision insurance plan options, with a generous employer subsidy. Company paid life & disability insurance, pre-tax flexible spending accounts and robust wellness programs.
• Financial benefits: Generous 401(k) plan with a company match up to 6% and additional discretionary contribution potential, holiday time off, paid time off accrual starting at 20 days/year and commuter subsidy.
• Education benefits: Tuition reimbursement up to $10,500/year for approved programs and student loan payment reimbursement up to $4,800/year. Up to $5,250 of qualifying education benefits can be reimbursed pre-tax.