Dialer Campaign Operations Analyst

Rocket Companies, Inc.; United States; Remote; USD 51,000 - 71,000; Full time

Job summary

Rocket Mortgage is seeking a Dialer Operations Analyst to oversee day-to-day execution and monitoring of outbound dialer jobs, inbound and blend changes, and ad hoc data analysis. You will produce daily reports, troubleshoot production issues, and support multiple call centers.

You will develop dialer strategies, analyze campaigns, manage daily campaigns, and help optimize scheduling to cover all operating hours while supporting management with KPI reporting.

Qualifications

• High school diploma or GED required; some college or Mortgage/Financial services experience a plus.
• 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 experience in Access.
• SAS experience preferred.
• Operates under significant supervision.

Responsibilities

• Develop/Create dialer calling strategies, campaigns, and filters setup, testing, monitoring, and verification.
• Review and analyze campaign results and adjust to maximize 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 planning, implementation, maintenance, and monitoring of all Avaya Dialer systems.
• Provide support to Dialer management with analyzing collection trends and reporting.

Skills

SQL

Call center experience

Dialer experience

Analytical skills

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

Microsoft Access

SAS

Job description

Rocket Mortgage is seeking a Dialer Operations Analyst to oversee day-to-day execution and monitoring of outbound dialer jobs, inbound and blend changes, and ad hoc data analysis. You will produce daily reports, troubleshoot production issues, and support multiple call centers.

You will develop dialer strategies, analyze campaigns, manage daily campaigns, and help optimize scheduling to cover all operating hours while supporting management with KPI reporting.