Job Description

SpringLight Financial is a fast-growing consumer finance lender providing solutions for customers using an online, streamlined process. Our mission is to make obtaining a personal loan easy through advanced technology, transparent loan options, impeccable customer service, and a highly experienced team. We are rapidly expanding into multiple regions across the US and are seeking professionals who want to grow with us. Come be a part of the SpringLight Financial team!

Job Title: Dialer Administrator

RESPONSIBILITIES will include but are not limited to:

• Assists with the administration and monitoring of our dialer system including the building and maintenance of campaigns, skill proficiencies, calling lists, filters, and list strategies.
• Real-time communication of campaign progress, completion, and change in strategies to supported lines of business.
• Knowledge of auto-dialer operation and concepts
• Responsible for providing real-time support to Servicing team, monitoring actual call volume to forecast, intra-day interval compliance (Adherence), exception management, and agent KPIs (ATT, ACW, Hold) against goals.
• Ensure that the contact center systems adhere to best practices and maintain high levels of performance and uptime, ensuring service level objectives are being reached. • Troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies related to softphones or inContact. • Assists with call routing changes related to meetings and other schedule changes. • Strong knowledge of predictive, blended, IB, and OB dialer systems such as, but not limited to, InContact, Aspect, LiveVox, Cisco, Mitel • Strong time management, multitasking, and prioritization skills
• Provide guidance and day-to-day support to lines of business, including troubleshooting Campaign related issues and escalations.
• Partner with internal (telecom, IT, routing specialists, etc.) and external partner resources to manage and resolve service impacting events. • Document system-related issues that impact performance.
• Respond to user-reported issues via existing ticket system and process; troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies.
• Communicate with management and business users daily to define, monitor & implement strategies and initiatives to optimize Call Center performance.
• Generate reports; configure report automation and scheduling, as necessary.
• Active participation in daily meetings with the team and supported lines of business to discuss the current day.
• Execute scheduled campaigns via multiple channels, including Dialer, Email, Manual, Text, etc.
• Work Contact Center Management to monitor Schedule Adherence.
• Demonstrate behaviors that are aligned with the organization’s desired culture and values.

Position Qualifications:

• High School Diploma or equivalent
• 2+ years of experience required
• Required to work a flexible schedule including some evenings and weekends.
• Travel if necessary for business needs.
• Excellent written, verbal communication, and listening skills required.
• Be receptive to feedback and provided instruction.
• Ability to interact and work cooperatively with customers, managers, and co-workers in a professional and courteous manner.
• Must be self-motivated and love to solve problems.

BENEFITS: SpringLight Financial offers competitive pay, paid time off and a comprehensive benefits program including medical, dental and vision plans. Voluntary benefits such as 401K, FSA, HSA and tuition reimbursement are also available.

Company Description

SpringLight Financial is a fast-growing consumer finance lender providing solutions for customers using an on-line, stream-lined process. Our mission is to make obtaining a personal loan easy through advanced technology, transparent loan options, impeccable customer service and a highly experienced team. We are rapidly expanding into multiple regions across the US and are seeking professionals who want to grow with us. Come be a part of the SpringLight Financial team!