Position Summary
The Dialer Administrator is responsible for managing and executing the daily and monthly dialer strategy to drive operational excellence. Working with internal and external stakeholders, this position will be responsible for identifying, designing and building solutions to achieve productivity and performance objectives. The Dialer Administrator is responsible for ensuring that requirements set forth by the lines of business are achieved on-time and meet expectations.
Primary Responsibilities

• Responsible for system maintenance and/or development of one or more of the following systems:
• IVR
• Dialer
• CRM
• Workforce Management
• Lead IVR, Dialer and Workforce Management initiatives throughout the project lifecycle to support new business initiatives including systems/technology integration; regulatory and legal requirements; testing plans; change management; training; policies and procedures and reporting requirements
• Serve as the primary liaison between RoundPoint and the system technology provider
• Develop an understanding of business issues and develop process and technology improvements that provide solutions
• Ability to identify system enhancements to further automate processes to drive efficiencies
• Working with IT, monitor overall system performance and communicate system changes, outages or planned maintenance windows
• Create and maintain system tools that improve the end user experience
• Complete assigned helpdesk tickets within established SLA
• Manage internal and external vendors responsible for delivering technology and business process services, including participating in contract negotiations, establishing and monitoring service delivery/productivity/quality standards setting priorities and analyzing costs as required
• Working with the Program Managers, ensure programs are well documented for scope and business requirements
• Collaborates with key stakeholders across the organization to drive quality improvement in Loan Servicing
• Subject to complete other duties as assigned.
• Incumbent will be responsible for meeting RoundPoint’s commitment to compliance.

Qualifications
Required:

• A Bachelor’s degree in business, finance, or a related field required
• Operational leadership experience in a mortgage servicing environment
• Experience managing large-scale projects and service providers
• IVR/Dialer experience required

Desired:

• Five9 experience preferred

RoundPoint’s Employee Value Proposition:
Grow. Make a difference. Have fun along the way.
Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work! That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!
As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community! Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things!
Physical Demands & Working Conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee is regularly required to talk or hear.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.