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Dialer System Administrator in North Aurora, IL at Dovenmuehle

Date Posted: 6/29/2018

Job Snapshot

Job Description


The Dialer System Administrator is responsible for overseeing the real-time performance of the Collections 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 in 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 Collections Department Call Center team members.

Responsibilities include, but are not limited to, the following:

  • Communicate with the Collections 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
  • Additional duties as assigned

Job Requirements

Job requirements:

  • Proven track record of identifying/improving processes making a positive impact on work environment
  • Excellent verbal and written communication skills
  • 2 years previous loan servicing experience
  • Strong attention to detail
  • Organizational, analytical, and problem solving skills
  • Must be able to manage multiple projects and work in a fast-paced environment with changing priorities
  • Self-motivated, independent worker who performs well under strict deadlines
  • Advanced Microsoft Office Suite – Excel, Outlook, Access
  • Experience with MSO/LPS/Black Knight
  • Experience with Pivot Tables and Passport reporting suite, including building and scheduling reports
  • Experience with Avaya Call Management System (CMS) and Avaya Proactive Contact (APC) software