Job Posting for Dialer Administrator at Dovenmuehle Mortgage, Inc.
Summary
The Dialer System Administrator is responsible for overseeing the real-time performance of the selected Department Call Center and its interactions with internal departments, as well as vendor support. This position requires in-depth knowledge of the servicing platforms both from a Telecom and IT perspective. Real time monitoring of service levels and reacting to call flow changes are vital to achieving key performance indicators as outlined Departments servicing guidelines. In addition, this position is responsible for developing new tools, automating manual processes, and recognizing process improvements to be used by the selected Department Call Center team members.
Primary duties include, but not limited to the following:
Communicate with the Manager, Assistant Managers, and Supervisors to determine what process improvements, tools, and reports are needed to effectively manage the dynamic call center environment;
Effectively interact between IT/Telecom and Outside vendors as well as department management regarding all servicing system issues;
Adequately utilize department reporting to accurately assess the department’s daily calling requirements.
Closely monitor real time call volume/service levels and make dynamic changes to the outbound calling campaigns to ensure compliance.
Fulfill daily, monthly, and quarterly reporting on productivity and KPIs;
Complete ad-hoc reports and miscellaneous tasks at management’s request;
Salary.com Estimation for Dialer Administrator in Elgin, IL
$51,500 to $67,844
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