Dialer Campaign & Analytics Specialist

Rocket; Coppell (TX); On-site; USD 51,000 - 70,000; Full time

Job summary

Rocket Mortgage seeks a Dialer Operations Specialist in Coppell, TX to lead day-to-day execution and monitoring of outbound dialer campaigns, analyze data, and produce daily reports. You will optimize campaigns, support Avaya/Genesys systems, and coordinate across call centers to improve contact rates.

The role requires call center experience, dialer proficiency, SQL and Access skills, and a strong analytical mindset.

Qualifications

• High school diploma or GED required; some college or mortgage/financial services experience a plus; bachelor’s degree preferred.
• One year Avaya Proactive Contact 4.0 or Genesys Dialer experience.
• Call center experience required.
• Dialer experience preferred.
• 1 year of SQL experience required.
• 1-2 years of Access experience.
• SAS experience preferred.
• Operates under significant supervision.
• Routine work assignments; decisions based on set process by management.
• Actions impact the successful completion of assignments and customer experience.
• Clear, professional verbal and written communication; approachable and receptive.
• Basic computer skills and accurate data entry.

Responsibilities

• Develop/Create dialer calling strategies, campaigns, and filters setup, testing, monitoring, and verification
• Review and analyze campaign results and adjust to provide maximum performance
• Manage daily dialer campaigns to ensure business strategies are implemented as designed
• Provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators
• Assist in the planning, implementation, maintenance, and monitoring of all Avaya Dialer systems
• Provide support to Dialer management with analyzing collection trends and reporting efficiency/gaps
• Track KPIs, generate and distribute dialer reports to operations
• Maintain/update dialer settings to maximize scheduling across operating hours

Skills

Call center experience

Dialer management

Data analysis

Communication skills

Education

High school diploma or GED

Some college or Mortgage/Financial services experience

Bachelor’s degree preferred

Tools

Avaya Proactive Contact 4.0

Genesys Dialer

SQL

Microsoft Access

SAS

Job description

Rocket Mortgage seeks a Dialer Operations Specialist in Coppell, TX to lead day-to-day execution and monitoring of outbound dialer campaigns, analyze data, and produce daily reports. You will optimize campaigns, support Avaya/Genesys systems, and coordinate across call centers to improve contact rates.

The role requires call center experience, dialer proficiency, SQL and Access skills, and a strong analytical mindset.