Dialer Administrator

This posting will be open until September 30, 2026. Applications received after this date may not be considered.

Responsible for day-to-day execution and monitoring of outbound dialer jobs’ performance, inbound and blend application changes, adhoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple call centers and diverse groups.

• Develop/Create dialer calling strategies, campaigns, and filters setup, testing, monitoring, and verification
• Review and analyze campaign results and adjust to provide maximum 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 the planning, implementation, maintenance, and monitoring of all Avaya Dialer systems
• Provide support to Dialer management with analyzing collection trends. This includes the ability to produce, understand, and analyze efficiency or gap reports to recommend process changes/updates
• Track key performance indicators, generate and distribute dialer reports to operations
• Maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours

• High school diploma or GED equivalent required. Some college and/or Mortgage/Financial services experience a plus. Bachelor’s degree preferred.
• One year Avaya Proactive Contact version
  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.
• Routine work assignments; determines decisions based on set process given by management.
• Actions have impact on the successful completion of assignments. Scope of work occasionally impacts assigned business area. Participates in communication with customer; directly influences customer experience.
• Possesses clear and professional verbal and written communication skills. Open to communication; is approachable and receptive.
• Demonstrate basic computer skills necessary for job function. Accurate data entry and reporting.
• Must be able to work Monday - Friday 11 am - 8 pm with one late day per week 3:00 pm - 11:00 pm. Saturdays as needed.

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind.

Simply put:
We’ve got your back. Check out our full list of Benefits and Perks.

Rocket Mortgage® was founded in 1985. Today, we’re a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their home ownership dreams. We’re known as experts in the mortgage industry, but we’re also innovators – we strive to create the best experiences for our clients from beginning to end.

And we’re not your typical employer. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability,…