Contact Center Administrator (On-site)

Job Description

Job Description

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that’s why we invest in your growth, wellbeing, and ability to make an impact.

Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.

Primary Function

As a Contact Center 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.
• Performs related duties as assigned by supervisor.

Education and Experience Requirements  

• High school diploma or equivalent.
• Bachelor’s degree preferred.
• Experience implementing omni-channel strategies for outbound contact to include IVR, SMS, Email and Chatbot.
• Experience in Contact Center Studio, Salesforce, MAXagent script development, deployment, and troubleshooting.
• 5+ years of experience in a contact center environment; experience in mortgage collections and customer service preferred.
• 3+ year previous experience in a dialer administration/analyst/development role.
• 1+ years of experience with Microsoft SQL Server and ability to write basic SQL statements.
• Experience with Ring Central Contact Center platform and some working knowledge of cloud-based platforms.

Knowledge, Skill, and Ability Requirements  

• Demonstrated knowledge and understanding of call center KPI metrics.
• Knowledge and understanding of call center compliance and controls around FDCPA, TCPA, state and federal regulatory guidelines.
• Excellent time management and organizational skills.
• Strategic and independent thinker.
• Strong problem solving and analytical skills with attention to detail.
• Proficiency with Microsoft Office software, specifically Excel.
• A solid work ethic, high integrity, a positive attitude, and strong attention to detail.

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 Microsoft Authenticator. Employment will be contingent on this requirement.

Why Newrez

We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.

Company Benefits:

We offer benefits, programs, and perks that support you in every aspect of your life.

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave

• Adoption Assistance

• Tuition & Certification reimbursement

• Employee Mortgage Loan Program

• The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships

Newrez NOW:

Through Newrez NOW, our Corporate Social Responsibility program, you’ll have opportunities to give back, lead, and make a difference.

• 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)

• Matching Gifts Program - dollar-for-dollar up to $1,000

• Access to grants, nonprofit resources, and volunteer opportunities

• More than $6,000,000 donated since 2020

• 1 in 5 employees participates in at least one Employee Resource Group (ERG)
  

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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