Dialer Technician

Position Description:

A national lender is Sandy Springs is currently seeking an experienced Dialer Technician. This position is responsible for helping to mange the Auto Dialer and all inventory associated with it. The ideal candidate will be accustomed to working with all levels of employees and management to insure that call center/technology goals are met. The ideal candidate will also have experience in service as a technical expert of a Dialer system. Senior management is seeking someone who has proven experience in leveraging technology in resolving non-pay issues. The Technician will manage the call center platform (database) and dialer technology. The candidate must be self-motivated, professional, disciplined, and goal-oriented and results driven. This position will require the performance of other essential and marginal functions depending upon assignment or shift.

Hourly pay rate: $12-$15.

Position Responsibility:

• Implement section goals, programs and procedures as outlined by management to improve productivity.

• Help Identify and manage all measurement/reporting standards for the improvement of performance and operational effectiveness.

• Assist with training and guiding employees and team members with the Dialer system in addition to strategies to improve individual and team performance results.

• Serve under the technical expert regarding procedures for all product areas supported by the Dialer system across the Call Center to help identify critical changes that are needed.

• Comply with all policies and procedures to reduce the company’s exposure by ensuring adherence to proper collection procedures.

• Work closely with various levels of management or other company department’s heads on high profile or sensitive situations confidentially.

• Support the supervisor in the development and administration of reporting.

• Must have experience operating predictive dialer campaigns. Must have experience building/configuring call campaigns and configuring the dialer settings.

• Perform critical research, execute and perform quality audits on agents via the Dialer system. Provide recommendations based on observations that influence business solutions. Report findings to Management that include a plan for resolution.

• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Required experience, skills and abilities:

• Minimum education High School diploma or equivalent.

• Minimum two (2) years Dialer Technician experience.

• Some knowledge of the FDCPA

• Ability to work in a fast-paced call center environment.

• Experience using account management software and an automated Dialer system.

• Available to work two (2) late nights (weekly) and two (2) Saturday’s (monthly) when scheduled.

• Experience using queries, OLAP and other relevant technical functions.

• Intermediate to advanced skill set in MS Office applications.

• Ability to fluently speak and comprehend both the English and Spanish language is a plus.

Working Environment:

Medium sized professional call center environment.

Physical Activities:

While performing the duties of this job, the employee is regularly required to sit for long periods, use hands and fingers for typing and to handle computer controls. Heavy phone and computer usage is required for this position.