What are the responsibilities and job description for the CONTACT CENTER ADMINISTRATOR (ON-SITE) position at Newrez LLC?
Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.
We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
Schedule : 11am-8pm CT Monday-Friday
Primary Function :
As a Contact Center System Developer / Dialer Administrator, you will provide day-to-day administration and support to analyze, troubleshoot, and develop operational functions of the RingCentral Contact Center platform that include the NICE In-Contact Proactive XS predictive dialer, ACD blending, Omnichannel functions and IVR scripting. You will lead the development of Omnichannel, IVR and dialer interaction for a high-volume contact center. The position is responsible for developing a deep and comprehensive understanding of multiple platforms including predictive, preview and automatic outbound dialing applications, inbound ACD (automatic call distribution), Omnichannel communication, call list management and testing compliance. A focus to create efficiency and effectiveness in systems management and performance, blending strategy and customer experience technology.
Principal Duties :
- Support development of the RingCentral platform as a SME for inbound / outbound, Omnichannel strategies.
- Develop a new daily download process for list management and load balancing from various CRM systems based on defined strategies to include an omnichannel strategy analytics.
- Establish a working relationship with internal and external business partners to resolve critical enhancements, performance and downtime issues impacting the contact center.
- Develop an expertise in the function and capabilities in multiple contact center systems.
- Ensure system readiness each day of production reducing outages or delays to business processes.
- Optimize outbound campaign technology attributes to ensure company and regulatory compliance.
- Regular analysis of campaign results and call center KPI's to create optimization of existing strategies using the RingCentral platform.
- Support business growth with technology and strategy improvements in conjunction with company goals.
- Monitor controls to ensure FDCPA and state calling compliance, TCPA, state and federal regulatory guidelines while working with internal audit and compliance teams when required.
- Optimize call flows, ensuring adherence to defined company KPI's for both Customer Service and Collections.
- Schedule flexibility, especially during the launch of new projects or the deployment of new software updates to the organization.
- Develop an expertise in Salesforce to create and establish improved agent experience opportunities with RingCentral Omnichannel customer communication.
Standard Qualifications :
Additional Information :
While this description is intended to be an accurate reflection of the position's requirements, it in no way implies / states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.
Company Benefits :
Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!
Newrez NOW :
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
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