Outbound Dialer Administrator

Who we are.   

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com, Markmonitor and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.   

The Dialer Administrator Operator is responsible for managing outbound customer to front line customer engagement. This position will engage with front line employees and leaders to support the efficient and smooth daily operation of the business. They will be responsible for monitoring, testing and implementation of various outbound configurations to include daily monitoring of inventory/ leads, campaign penetration and overall agent availability. This role has opportunity for growth, to learn the ever-changing business needs and state-of-the-art trends in the market. You will have exposure to industry-leading technology and will implement solutions to ensure daily adherence and efficiencies are controlled. 

What you’ll do and how you’ll make your mark. 

• Support Collections (Support functions), and OB sales for North America / Overseas teams.
• Coverage for Manager of Internal Tools, Outbound. 
• Attention to detail, apply logical and methodical processes to ensure desired outcome. 
• Consistent delivery, good communicator, ability to move with agility in a fast-paced environment. 
• Proficient and able to check multiple areas of day-to-day function to ensure the smooth operation of the business.
• Contribute to best practices, system enhancements, and analysis to identify opportunities in effectiveness, efficiency, and deployment of new technology. 
• Leverage configuration, regression and UAT testing to ensure delivery on business requirements with no negative impact to production environments. 
• Conduct audits and investigation ensuring applied compliance rules are effective and comprehensively implemented. 
• Support ad hoc requests from business partners for configuration, data collection, and or changes in a fast-paced, dynamic environment. 
• Adhere to change management standards applying documentation, constant communication, and archival of audit history in partnership with business departments and stakeholders. 
• Maintain a current working knowledge of relevant laws, regulations, and trends in the collection industry. 
• Other duties as assigned. 

Who you are and what you’ll need to succeed. 

• Genesys Cloud experience is required.
• Tableau experience a plus.
• Passionate about personal and organizational success.
• Technical operations experience in a contact center environment.
• Experience with SQL and Excel required.
• Knowledge of creating and producing dialer strategy plans.
• Experience with Autodialer Reporting Systems.
• Knowledge of forecasting methodologies.
• Attention to detail with the ability to recognize and solve problems.

Why you’ll love us.

• We’ve evolved; we provide three work environment scenarios. You can feel like a Newfolder in a work-from-home, hybrid, or work-from-the-office environment.    
• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.   
• We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.    
• We care about you. We provide excellent Health Insurance options to fit you, HSA, Medical, Dental, Vision, Matching 401K, Life/AD&D/STD/LTD, Tuition Reimbursement, LinkedIn Learning, Pet Insurance, Generous Vacation policy, and much more!    
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!   

Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship.

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.