Dialer Manager

Description

Mortgage Solutions of Colorado, LLC d/b/a Mortgage Solutions Financial (“MSF”) offers a comprehensive benefit package and PTO (paid time off) for eligible employees. The benefit package includes Health, Dental and Vision Insurance, options to participate in a Health Savings Account, Flexible Spending Account, Health Reimbursement Arrangement, Life and AD&D coverage, voluntary Supplemental Life, voluntary Short-Term, Long-Term Disability and Supplemental insurance. In addition, eligible employees have the option to participate in a company retirement plan.  

About MSF 

MSF is a national mortgage lender based in Colorado Springs. MSF strongly believes every client should be served with integrity, dignity, and respect. Without compromise, MSF is committed to providing loans that are in the best interest of our clients, not our bottom line. We will continue to educate the community by empowering our clients to make responsible and informed fiscal decisions that result in greater financial peace of mind. 

Role Overview 

As a Dialer Manager you will be responsible for managing the system setup for all inbound and outbound calling efforts for our team. The role will include developing, testing, and executing new strategic calling initiatives based on analysis and data review. Inbound and Outbound calling, including use and programing of our dialing systems, is core to MSF operations and future strategic initiatives. 

Essential Duties:  

• Oversee and manage the operation of dialer systems used for outbound calls. 

• Ensure the efficient and effective use of dialing technology. 

• Develop dialing strategies to maximize contact rates and productivity. 

• Analyze data to make informed decisions on dialing parameters. 

• Plan and execute outbound calling campaigns. 

• Collaborate with relevant teams to align campaigns with organizational goals. 

• Monitor and analyze dialer performance metrics. 

• Identify areas for improvement and implement strategies for optimization. 

• Ensure compliance with regulations and policies related to outbound calling. 

• Stay informed about relevant legal and industry guidelines. 

• Provide training to agents and staff on dialer system usage. 

• Offer support to resolve issues related to dialing systems. 

• Analyze data to identify trends and patterns in dialer performance. 

• Make data-driven recommendations for process improvements. 

• Implement and enforce quality assurance processes for outbound calls. 

• Ensure adherence to scripting and compliance standards. 

• Generate regular reports on dialer performance and campaign outcomes. 

• Communicate insights and recommendations to management. 

• Configure dialer settings based on campaign requirements. 

• Optimize dialing parameters to achieve desired outcomes. 

• Work with dialer system vendors to address technical issues and enhancements. 

• Evaluate and recommend new dialer technologies if needed. 

• Collaborate with other departments, such as IT and operations, to ensure seamless integration with other systems. 

• Work closely with campaign managers and supervisors. 

Qualifications

Qualifications, Experience & Knowledge 

• Highschool diploma (GED) and relevant work experience.  

• Proficiency in using dialer systems and related technologies. 

• Knowledge of call center software, predictive dialers, and CRM systems. 

• Strong analytical and data interpretation skills. 

• Ability to analyze performance metrics and make data-driven decisions. 

• Excellent communication skills, both written and verbal. 

• Ability to convey complex technical information to non-technical stakeholders. 

• Understanding of legal and regulatory requirements related to outbound calling. 

• Knowledge of compliance standards and best practices. 

• Strong problem-solving skills to address technical issues and optimize dialer performance. 

• Project management skills to plan and execute outbound calling campaigns. 

• Previous experience in managing dialer systems in a contact center or telemarketing environment. 

• Experience in planning and executing outbound calling campaigns. 

• Experience in analyzing data to identify trends, patterns, and areas for improvement. 

• Familiarity with compliance standards and experience ensuring adherence to regulations. 

• Experience providing training and support to agents on dialer system usage. 

Physical Requirements  

• Stationary position; prolonged periods at a desk and working on the computer. 

• Occasional movement about inside the office to walk to offices and office machinery.  

• Occasional lifting up to 10 pounds, must be able to push, pull, pull up, bend at the knees and waist, twist body at the waist, raise and hold arms overhead, turn head-neck-shoulders as needed, grasp and hold tools and other items with hands, for either extended periods of time or many times throughout the workday. 

MSF is an equal opportunity employer. All candidates for employment are considered equally and no distinction is made on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, gender expression, marital status, genetic information, or veteran status.  MSF is also committed to providing qualified applicants and employees reasonable accommodation, when necessary, to enable the individuals to complete the application process and/or perform the essential functions of the job. An applicant and/or employee requiring reasonable accommodation to perform any essential job function, should contact Human Resources. 

Salary : $56,000 - $65,000