Dialer Administrator at Mechanics Bank in Irving, Texas

Job Description:

CRB Auto powered by Mechanics Bank is searching for a Dialer Administrator for our Dealer Service Center in Irving, TX. The Dialer Administrator shall be responsible for creating and maintaining a strong relationship with multiple business units to provide highly effective contact center solutions for daily operations using several technology platforms including Interactive Intelligence, IVR, ACD, Workforce Management, and various reporting technologies.

What you will do:
Monitor Associate Performance as related to call activity. Notify applicable management team of deficiencies and provide solutions to improve performance.

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Support and implement departmental initiatives for multiple business units and locations.
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Monitor, analyze, and fully understand technological impact to day-to-day operations in order to provide in depth strategic solutions to different business units
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Create strong relationships with each business operating unit to continually improve daily operations and efficiencies.
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Responsible for the management of all Collection campaigns and performance, including the creation of campaigns, the pacing and dialing mode of the Dialer, management of abandonment rate, service levels, maximizing contact rates, and compliance to all regulatory requirements including TCPA
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Responsible for the management and creation of ad hoc, daily, weekly and monthly Operational reports, including the monthly scorecard, dialer and IVR performance reporting, work force management, call handling, and other key metrics
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Responsible to communicate with the business, IT and external vendors and be the central point of contact on all system outages for the dialer, Interactive Intelligence applications, IVR and telephony
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Maintain up to date knowledge of all business practices and strategies to ensure continuity of daily operations
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Follow and maintain policies and procedures in all aspects of the position
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Perform other assignments and duties as directed by Manager
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Working knowledge of Fair Debt Collection Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA)
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Knowledge of dialer operations and how it complements the collection strategy
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Ability to multi-task while maintaining attention to detail

Who you are:
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Working knowledge of Fair Debt Collections Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA) and/or applicable Federal/State Regulations specific to assigned workload
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Communication Skills
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Customer Service Skills
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Proven Leadership Skills
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Math Ability
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Proficient in Microsoft Office Suite
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Internet Explorer
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Bachelor's degree preferred; Equivalent combination of education and experience may be substituted in lieu of degree
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5+ years of call center environment experience
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3+ years of Interactive Intelligence experience preferred
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Customer service, financial, and automotive background preferred

Core Company Competencies:
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Ensures Accountability - Holding self and others accountable to meet commitments.
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Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
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Decision Quality - Making good and timely decisions that keep the organization moving forward.
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Values Differences - Recognizing the value that different perspectives and cultures bring to an organization.
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Drives Results - Consistently achieving results, even under tough circumstances.
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Instills Trust - Gaining the confidence and trust of others through honesty, integrity and authenticity.

Job Specific Competencies:
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Manages conflict - Handling conflict situations effectively, with a minimum of noise.
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Directs work - Providing direction, delegating, and removing obstacles to get work done.
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Drives engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
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Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels

- Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on the basis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.
- Please view Equal Employment Opportunity Posters provided by OFCCPhere.
- To learn more about Mechanics Bank's California privacy and security policies, including your right to a Notice At Collection as a California Resident, please visit .