Crescent Bank is looking for a Dialer Administrator who will analyze, plan, strategize, and work with internal and external stakeholders to manage dialer operations, under the guidance of the Dialer Manager. The Dialer Administrator will work closely with the Operations team as well as other supporting departments to ensure work standards are met, dialing schedules are on-time and accurate, and Company and Regulatory policy are adhered to.
Company Profile:
Crescent Bank began in 1991 as a small New Orleans based community bank. Today, Crescent Bank has a presence nationwide and is on a mission to leverage technology to provide auto lending and savings access to consumers who may not be served by other traditional banking products.
Crescent Bank prioritizes employee growth and advancement- both as employees and as individuals- through our core values and through the benefits we offer.
Our Core Values include: Be a Team Player, Continuously Improve, Do the Right Thing, Put the Customer First, & Take Ownership.
We are proud to offer the following key benefits:
- Workplace flexibility for eligible positions
- All the insurance programs you’d expect- health, dental, vision, life, disability, + more
- Multiple types of paid time off
- 401K Retirement program with company contribution
- Paid parental Leave
- Tuition Reimbursement
- Payroll on Demand- access your pay when you need it most.
In this role, you will:
- Handle the setup, configuration, and optimization of the auto dialer system.
- Monitor the performance of the dialer system and make necessary adjustments to enhance its efficiency and productivity
- Manage outbound dialing campaigns, auto-dialing, and predictive dialing for agents.
- Ensure compliance with relevant state and federal laws related to dialer usage.
- Manage the dialer system that controls the flow of outbound and inbound calls
- Identify technical issues within the dialer system and collaborate with IT and business stakeholders to ensure quick resolution of issues, making sure to minimize down time
- Start and stop campaigns on time at the beginning and throughout the day
- Monitor outbound campaigns to ensure intensity and penetration targets are being met.
- Adjust campaigns daily/intraday to set/change the dialing mode
- Real Time monitoring of agents to ensure they are not sitting in idle or a non-productive status.
- Work with business partners to identify staffing gaps, agent patterns, MTD metrics
- Work closely with BPO (outsourcing partner) in creating and maintaining staffing and scheduling requirements
- Develop and update methodology and guidance to align with evolving practices and innovation initiatives
- Proactively monitoring for changes to the enterprise, industry, and regulatory requirements that could lead to process improvement initiatives and increased performance
- Be responsible for collecting and submitting requirements for calling campaigns and required telephony design related to our outbound calling campaigns and strategy
- Monitor campaign service levels, abandon rates, connects per hour, and list performance
- Perform daily uploads, downloads, and importing as needed
- Ensure and document outbound dialer activity
- Complete other duties assigned
Additional Position Responsibilities:
- Additional responsibilities will be assigned based on business needs.
Qualifications:
- Bachelor’s degree in finance, management, or related field preferred.
- Knowledge and experience in using a dialer systems
- Basic statistics knowledge and ability to comprehend and analyze dialer-output data
- Understand database-design principles, data structures, and optimizations
- A plus to know SQL language with high level experience with analyzing data and interpreting data on a large scale
- Knowledge and experience of how to extract, clean and manipulate data is preferred
- Experience in call-center environment
- Intermediate to advanced proficiency level with Microsoft Excel
- Understand database-design principles, data structures, and optimizations
- Critical thinking skills and the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
- Provide insights and analytics on drivers impacting key performance and risk indicators
- Strong time management skills and the capability to execute multiple tasks and priorities in a dynamic environment
- Experience working in a fast paced, collections call center environment
- Excellent oral and written communication skills
- Required to work 40 hours per week (Additional hours may be needed from time to time). Saturday monitoring is also required.
Equal Opportunity Employer/Veterans/Disabled