[Close] 

Dialer Operations Analyst

Company Name:
Atlantic Pacific Group, Inc.
Dialer Operations Analyst- Westfield, Indiana

Are you looking for an opportunity to join a rapidly growing organization? Our client is a major competitor in the real estate and mortgage industry and is seeking a Dialer Operations Analyst to join their team. This individual will be responsible for executing, designing, managing, and analyzing all daily dialer campaigns and strategies for all business units within the organization.
Essential Duties and Responsibilities:
Develop and implement outbound calling campaigns for Collections, Customer Service, Home Retention, and Loan Modification Departments.
Analyze results of calling campaigns and recommend changes as needed.
Monitor and analyze inbound queue and agent productivity; make adjustments to agent services when needed.
Develop and prepare complex reports for inbound call activity, outbound service dialing, agent productivity, and special reports to assist managers with performance and trending.
Present findings from reports/analytics to management and recommend changes.
Prepare special reports on loan performance, handling, and delinquency performance goals.
Provide support for department managers and act as a liaison for Telecom, Business Intelligence, and Analytics Departments.
Act as an escalation point for advanced or difficult dialer system issues; assist other staff in troubleshooting and resolving complex issues.
Maintain service settings, agent profiles, and strategy updates for managers.

Qualifications and Experience Needed:

Working Knowledge of call center technologies and processes including delinquency dialer routines, call routing and call center fundamentals preferred
Ability to understand complex problems and to collaborate and explore alternative solutions
Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit
Ability to organize, forecast and prioritize work schedules of others on long-term basis
Minimum 2-3 years related technical or call center experience with automated dialer management tools/application in a large high call volume center
Certification/license in Aspect UIP, Lyrical and eWFM preferred
Previous experience in banking, mortgage servicing and /or collections industry preferred
Strong technical and analytical skills
Strong verbal and written communication skills
Knowledge of Microsoft Suite
Knowledge of relevant and industry-specific computer software packages preferred
For a confidential conversation with our President Linda Blakemore, please contact Jenny Hwang at 714-905-9177 or


Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.