Job Description


Monitor and troubleshoot all functions of the Predictive Dialer system, including list penetrations and hit rates, system performance, agent performance and inbound call blending.  Manage campaigns to defined strategies for coverage and penetration rates.  Ensure adherence to state and federal calling guidelines. 



  • Build out daily download files into business defined strategies, reconciling download and list volumes to overall raw file volumes
  • Escalate appropriately when files are late, coordinating with IT and data center
  • Communicate production impacting outages or delays to the business
  • Ensure system readiness each morning by checking core platform components prior to dialing start time
  • Communicate production impacting outages or delays to the business
  • Manage daily campaigns to defined coverage and penetration targets, also executing on champion/challenger strategies
  • Support business customers with on-going campaign schedules and build changes for targeting specific account populations or implementing strategies
  • Continually pace campaigns to ensure optimized system and agent performance, managing to define outbound abandoned rate and idle time goals
  • Regular analysis of campaign results and call center KPI’s to optimize existing strategies and identify potential future strategies
  • Manage inbound call flows, working with telecom or IVR support teams when issues arise on routing
  • Prepare and execute ad-hoc reports as requested
  • Monitor control reporting to ensure FDCPA and state calling compliance
  • Escalate varying issues to dialer vendor and work open cases from initial response to resolution
  • Perform off hours maintenance and software updates to Dialer environment, including full system reboots in conjunction with server patching
  • Work Service Now tickets assigned to teaQualifications/Skills:
  • 1-3 years of experience in a Predictive Dialer environment
  • 1-3 years overall call center experience; experience in a collection’s environment is preferred
  • 1-3 years of experience with Microsoft SQL Server and ability to write basic SQL statements
  • Knowledge of Avaya CMS/ CentreVu Supervisor and basic understanding of telephony environments
  • Knowledge and understanding of call center compliance and controls around FDCPA, TCPA, state and federal calling guidelines
  • Strong working knowledge of all Microsoft Office suite programs, with emphasis on Excel
  • Excellent time management and organizational skills
  • Strategic and independent thinker
  • Strong problem solving and analytical skills with attention to detail
  • Able to meet department attendance guidelines
  • Ability to work independently and within a team environment with little to no supervision
  • Accepts and incorporates feedback from management

Educational Requirements:

  • Bachelor's degree or equivalent experience


Who we are

Shellpoint Mortgage Servicing (SMS) is America’s 9th-largest third-party mortgage servicing company. What is mortgage servicing? Our clients are businesses that own mortgage loans (such as banks and real estate investment firms); on their behalf, we manage (or "service") their loan portfolios: We collect homeowners’ mortgage payments, pay homeowners’ tax and insurance bills, and help homeowners in default to get current.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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