Dialer Administrator I

This posting will be open until October 31, 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.

About the role

• 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

About you

• 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 version4.0 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.

What you’ll get

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.

About us

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 homeownership 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. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

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, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at [email protected].

The compensation information below is provided in compliance with all applicable job posting disclosure requirements. The compensation for this position is $24.52-$34.13. The position may also be eligible for an annual bonus, incentives, and other employment-related benefits including, but not limited to, medical, dental, and vision benefits, 401K retirement plan, and paid-time off. More information regarding these benefits and others can be found here. The information regarding compensation and other benefits included in this paragraph is the company’s current, good faith estimate at the time of posting. [Compensation and benefits are subject to modification from time to time as the Company, in its sole and exclusive discretion, deems appropriate.] The Company may determine during its future reviews of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position. Los Angeles County and San Francisco Candidates only: qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the Fair Chance Initiative for Hiring.