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Dialer Strategy Manager

City: Tempe
State/Territory: US-AZ


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Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Default Loan Servicing Associate.

 As the Dialer Strategy Manager, you will lead the daily management and operations of the dialing campaigns for the collections department. This role will partner with team members in managing dialer campaigns to ensure all operating hours are covered and campaigns are performing as expected. You will work with business leaders to determine overall strategy and the design of dialing is meeting regulatory and company policy and procedures. The Dialer Manager will be responsible for building, monitoring and refining strategies to optimize key metrics such as contact rates, conversion rates, abandon rates, and overall strategy campaign analysis.


Job Duties and Responsibilities

Development and execution of outbound call campaigns ensuring desired penetration and contact rates are achieved.

Ensure all work is performed in compliance with Company policies as well as local, state and federal collection laws and regulations.

Data analysis of campaigns, inventory penetration, company objectives and identification of new strategies to improve company performance.

Configuration and administration of dialing systems including the IVR and Omni channel solutions.

Understanding and incorporating legal, regulatory and client requirements into all dialing efforts.

Ensure appropriate phone and workflow coverage through communication with supervisors and WFM for interval scheduling work hours.

Ensure testing of dialer systems and applications to assure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, staffing levels, reporting and analysis.

Monitor to prioritize calls distributed to agents by queue thresholds and call campaigns to achieve corporate goals and objectives relative to ASA and penetration standards. 

Monitor daily/historical ACD/predictive dialer volumes to achieve department production goals, i.e. ASA, abandon rate, outgoing call penetration and re-cap volumes of incoming calls; counsel agents where needed.

Analyzing of data to improve call center operations by monitoring system performance, identifying and resolving problems, completing system audits, managing system and process improvement, and installing upgrades.

Communicate effectively with clients and auditors regarding dialer capabilities and execution of strategies.

Act as vendor manager/liaison between other areas of the company. 

Monitoring of real-time production standards, production of daily reports and troubleshooting of dialer issues.

Preparing call center performance reports by collecting, analyzing, and summarizing data and trends.

Recommend and implement improvements in call flow, dialing strategies, and inbound call routing and efficiency improvements.

Lead employees to meet department's expectations for productivity, quality and goal accomplishment.

Training of new hires


To qualify, you must possess:

  • 3 - 5 years of experience in a call center environment, both inbound and outbound; as well as a mortgage background

  • Minimum of 2 years of automated dialer experience in a high-volume call center environment

  • Strong knowledge of predictive dialers with a preference in using Noble Systems

  • Ability to learn new technology and applications quickly

  • Proficient in MS Word/Excel/PowerPoint, Access and SQL; SQL knowledge preferred

  • Strong coaching, training and counseling skills

  • Strong problem solving and solution skills

  • Excellent mathematical and analytical skills

  • Excellent verbal and written communication skills

  • Strong project management and follow-up skills

  • Ability to coordinate a variety of assignments simultaneously and prioritize work assignments for self and staff

  • Excellent organizational skills with ability to multi-task in fast paced environment and meet strict deadlines

  • Self-motivated with ability to excel in a minimally managed high profile position

  • Must have High School Diploma or GED



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