Job Summary
The Call Center Campaign Manager, is responsible for the design, build and regular maintenance of Flagstar's daily outbound calling lists. These outbound calls are used to meet or exceed Investor/Insurer calling requirements while also complying with the regulatory landscape (FDCPA, TCPA, state requirements, etc.). Responsibilities include:
• designing, implementing and executing Dialer strategy including the production of manual call lists as needed,
• day-to-day assignment and pacing (blaster, predictive, preview, or manual) of the outbound call lists within the Dialer (Noble Systems),
• analyzing campaign disposition results and IVR routing success in conjunction with the Default Servicing Operations (DSO) Data and Technology Team to find areas for improvement,
• working with IT in the event of system outages or failures and for UAT on pending updates/upgrades, and
• Ensuring metrics are reported and measured appropriately, including monitoring of quality control and internal audit results, as well as responding to data requests.
This primary goal of this role is to ensure the Dialer is used most efficiently and that all milestones are met. In the event of performance misses, the Collections Campaign Manager will work with National Call Center Management and the DSO Data and Technology Team to adjust the logic pulling loans into lists, modify campaign strategy deployed, update the agent interface, and/or call routing.
Job Responsibilities:
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