Call Center Dialing Administrator

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DCM Services

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Private Equity Round on 2007-12

Consulting • Healthcare • Logistics

DCM Services is a debt collection agency that focuses on providing innovative solutions in the accounts receivable industry. They offer compliant and results-driven technological solutions specifically designed to positively impact their clients and their customers. DCM Services emphasizes estate solutions, including probate management, aiming to assist creditors in managing debts effectively. By integrating cutting-edge technology, DCM Services offers a range of services to streamline and enhance debt collection processes for businesses.

📋 Description

• Build, configure, and modify calling queues and campaigns in FACS and LiveVox • Set and maintain call dispositions, attempt scheduling parameters, pacing, routing, and queue sequencing rules • Monitor active campaigns and make real-time adjustments to priority, pacing, and routing • Troubleshoot queue and campaign configuration issues and escalate to IT or the vendor when needed • Apply basic MUMPS configuration changes within FACS • Ensure campaign configurations comply with FDCPA requirements and internal calling policies • Review account inventory and confirm proper distribution across active campaigns • Identify unworked, under-contacted, or stale inventory and load or reassign it into active queues • Flag inventory or coverage anomalies to the VP of Operational Strategy • Pull and compile campaign and inventory data using Microsoft Access queries • Build Excel reports with pivot tables and charts summarizing dialing metrics • Provide data pulls and historical trend exports for forecasting and revenue analysis • Assist the Business Intelligence team with data validation for Power BI reports

🎯 Requirements

• 2+ years of hands-on experience administering FACS, LiveVox, or a comparable outbound dialer/campaign management platform • Proficiency writing and running basic queries in Microsoft Access • Solid working knowledge of Microsoft Excel, including pivot tables and basic charting • Understanding of contact rate, right-party contact rate, penetration, and conversion metrics • Strong attention to detail and ability to manage multiple live campaigns and support tickets simultaneously • Comfortable troubleshooting dialer issues and making configuration fixes in real time • Preferred: experience with SQL or other database query tools • Preferred: familiarity with FDCPA compliance requirements for outbound collections calling • Preferred: background in collections, financial services, or another high-volume outbound call center environment • Preferred: exposure to Power BI reporting • Associate's degree or equivalent hands-on experience; bachelor's degree a plus but not required • Reliable internet access for remote work arrangements • Ability to work occasional extended hours during peak campaign periods or system updates

🏖️ Benefits

• Primarily sedentary role performed in an office or remote environment • Reliable internet access required for remote work arrangements