Dialer Technician - FT - (DB10941)

The main job function of the dialer technician is to create and maintain automated outbound collection campaigns on a Davox Dialer. This person is responsible for maximizing production efficiency and effectiveness relative to outbound call flow to ensure the account representatives in the dialer unit have a steady stream of calls and suffer no down time.

The pacing of the outbound dialing efforts should be set such that there are no more than seven percent aborted calls (or hang-ups), and no more than thirty seconds between calls once an account representative is available to take the next call.

Additionally, the dialer technician is also responsible for creating, maintaining and distributing dialer and production reports as required.

A wide degree of flexibility is expected, relative to scheduled hours. Some weekend and holiday shifts are required. Associate must adhere to specific regulations and procedures, in accordance with FDCPA. Work will be directed, reviewed and monitored by Manager of Collection Strategies.

ESSENTIAL RESPONSIBILITIES:
? Set up and maintain collections campaigns to ensure effective and efficient results. Function may require person to design and implement changes within scope of job.
? Set up and maintain dialer strategy documentation for DAVOX.
? Create and maintain dialer reports by campaign and account rep level.
? Troubleshoot routing issues relating to headset equipment as needed.
? Troubleshoot routing issues relating to dialing campaigns as needed.
? Make changes to dialer campaigns as requested to meet collection goals.
? Issue and maintain headset equipment utilized in dialer and manual environment.
? Resolves functional area issues that may include speaking with internal clients or external suppliers.
? Protect all client consumer information used during collection efforts in accordance with company confidentiality policies and comply with Corporate Information Security Policies and Procedures.
? Other duties as assigned.

MARGINAL RESPONSIBILITIES:
? Provide phone coverage for IT Dept.

MINIMUM QUALIFICATIONS:
? High School Graduate/GED Equivalent.
? Prior third-party collection agency experience, including prior collection management experience.
? Familiarity with DAVIX dialer software and programming.
? Prior experience managing fast paced, high volume dialer strategies.
? Knowledge of WIN System preferred.
? Excellent communication skills - speaking, listening and written
? Multi-tasking skill
? Works without supervision or oversight.
? PC Skills to include Microsoft Office, Excel, Word, and database

SKILLS, KNOWLEDGE & ABILITIES:
? Excellent, high level communication (clear, fluent and to the point), analytical, organizational, problem solving and time management skills
? Builds rapport at all levels of organization and with internal clients, auditors, vendors, and other external agents and contacts.
? Resilience and adaptability: is comfortable with change and stressful situations, remains calm and in control when under pressure and stays positive and keeps difficulties in perspective.
? Persuasiveness: Influences, convinces or impresses others in a way that results in acceptance or agreement.
? Present information in professional clear and concise manner
? Interacts well with others, showing respect for feelings and viewpoints.
? Sees the big picture and to make business decisions as opposed to emotional decisions.
? Probes facts, analyzes issues and makes systematic and rational judgments based on relevant information.,
? Works toward goals. Shows enthusiasm and commitment.
? Ability to use general office equipment.

PHYSICAL REQUIREMENTS:
? Communicates over the telephone - hearing and speaking
? Typing - hand coordination
? Sit: Intermittently and continuously up to four hours per day
? Walk: As required to monitor office staff
? Lifting: Up to 10 pounds on intermittent basis
? Carrying: Up to 10 pounds on intermittent basis
? Right Hand: Simple grasping, pushing & pulling data entry - Minimal fine manipulation such as to use keyboard
? Left Hand: Simple grasping, pushing & pulling data entry - Minimal fine manipulation such as to use keyboard

COMPLIANCE: Managers must be strongly knowledgeable of and comply with all compliance obligations to include the OSI Healthcare Compliance Program, FDCPA, HIPAA requirements, and various client, local, state and federal guidelines and regulations.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing as well as criminal background checks.

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