Call Center Dialer Administrator

DCM Services; BLOOMINGTON (MN); On-site; USD 55,000 - 75,000; Full time

Job summary

DCM Services is seeking a Call Center Dialing Admin to own day-to-day setup, configuration, and administration of outbound campaigns on FACS and LiveVox. You will build queues, manage dispositions, and troubleshoot in real time.

You will also pull data, run Access queries, and produce reports on inventory and campaign performance while supporting the BI team with data validation.

Qualifications

• 2+ years of hands-on experience administering FACS, LiveVox, or a comparable outbound dialer.
• Proficiency writing and running basic queries in Microsoft Access.
• Solid working knowledge of Microsoft Excel (pivot tables, basic charts).
• Understanding of core outbound contact center metrics: contact rate, right-party contact rate, penetration, and conversion.
• Strong attention to detail and ability to manage multiple live campaigns and support tickets simultaneously.
• Comfortable being the go-to person for real-time dialer troubleshooting and configuration fixes.

Responsibilities

• Build, configure, and modify calling queues and campaigns in FACS and LiveVox daily.
• Set dispositions, attempt scheduling parameters, pacing, routing, and queue sequencing rules.
• Monitor active campaigns and adjust priority, pacing, and routing in real time.
• Serve as the first point of contact for queue/configuration issues, escalating to IT when needed.
• Apply basic MUMPS configuration within FACS to support queue setup and troubleshooting.
• Ensure all campaign configurations comply with FDCPA requirements and internal policies.

Skills

Outbound dialing concepts

Real-time troubleshooting

Detail-oriented

Campaign management

Education

Associate degree or equivalent

Bachelor's degree preferred

Tools

FACS

LiveVox

Microsoft Access

Microsoft Excel

SQL

Job description

DCM Services is a specialty accounts receivable management company known for our compassionate, compliance-first approach to a niche most collection agencies avoid: working with the accounts of deceased consumers on behalf of creditors nationwide. For over two decades, we've built a reputation for treating grieving families with empathy while helping our clients responsibly recover outstanding balances. Our success is built on a culture that values integrity, precision, and doing the right thing — even when it's the harder path. We invest in the people and technology behind our operations so our team can do their best work every day.

About the Role

Call Center Dialing Analyst

Remote Worker - N/A

About Us

DCM Services is a specialty accounts receivable management company known for our compassionate, compliance-first approach to a niche most collection agencies avoid: working with the accounts of deceased consumers on behalf of creditors nationwide. For over two decades, we've built a reputation for treating grieving families with empathy while helping our clients responsibly recover outstanding balances. Our success is built on a culture that values integrity, precision, and doing the right thing — even when it's the harder path. We invest in the people and technology behind our operations so our team can do their best work every day.

About the Role

We're looking for a Call Center Dialing Admin to own the day-to-day setup, configuration, and administration of our outbound calling campaigns and queues on the FACS and LiveVox dialing platforms. This is a hands‑on, technical operations role — you'll be the go‑to person building and maintaining queues, managing dispositions and pacing settings, keeping systems running cleanly, and troubleshooting issues in real time. You'll also support our VP of Operational Strategy by pulling data, running Microsoft Access queries, and producing reporting on inventory and campaign performance.

If you're detail‑oriented, comfortable working directly inside dialer administration screens, and confident troubleshooting configuration issues under time pressure, we'd love to hear from you.

What You'll Do

Dialer & Queue Administration — FACS and LiveVox

• Build, configure, and modify calling queues and campaigns in both FACS and LiveVox daily to meet staffing capacity and operational deadlines.
• Set and maintain call dispositions, attempt scheduling parameters, pacing, routing, and queue sequencing rules.
• Monitor active campaigns throughout the day and make real‑time adjustments to priority, pacing, and routing to keep agents utilized and queues running smoothly.
• Serve as the first point of contact for queue and campaign configuration issues, troubleshooting directly within FACS and LiveVox and escalating to IT or the vendor when needed.
• Apply basic MUMPS configuration changes within FACS to support queue setup, strategy adjustments, and routine troubleshooting.
• Ensure all campaign configurations comply with FDCPA requirements and internal calling policies; partner with compliance on configuration reviews.

Inventory Coverage

• Review account inventory regularly to confirm proper distribution and assignment across active campaigns.
• Identify unworked, under‑contacted, or stale inventory and load or reassign it into active queues.
• Flag inventory or coverage anomalies to the VP of Operational Strategy.

Reporting Support

• Pull and compile campaign and inventory data using Microsoft Access queries.
• Build straightforward Excel reports (pivot tables, charts) summarizing contact rates, right‑party contacts, and other core dialing metrics.
• Provide data pulls and historical trend exports to support forecasting and revenue analysis.
• Assist the Business Intelligence team with data validation when updating Power BI reports tied to dialer operations.

What You'll Bring

Required

• 2+ years of hands‑on experience administering FACS, LiveVox, or a comparable outbound dialer/campaign management platform.
• Proficiency writing and running basic queries in Microsoft Access.
• Solid working knowledge of Microsoft Excel (pivot tables, basic charting).
• Understanding of core outbound contact center metrics: contact rate, right‑party contact rate, penetration, and conversion.
• Strong attention to detail and ability to manage multiple live campaigns and support tickets simultaneously.
• Comfortable being the go‑to person for real‑time dialer troubleshooting and configuration fixes.

Preferred

• Experience with SQL or other database query tools in addition to Microsoft Access.
• Familiarity with FDCPA compliance requirements for outbound collections calling.
• Background in collections, financial services, or another high‑volume outbound call center environment.
• Exposure to Power BI reporting.
• Associate's degree or equivalent hands‑on experience; Bachelor's degree a plus but not required.

Work Environment

This is primarily a sedentary role performed in an office or remote environment. Regular use of a computer, multiple monitors, and telephony/dialer systems is required. Occasional extended hours may be needed during peak campaign periods or system updates. Reliable internet access is required for remote work arrangements.