Dialer Administrator

» Dialer Administrator
Call Center & Customer Service
in Clermont
, FL
Reference: 19-04081

Description:

The Dialer Administrator will work cooperatively to manage Noble Systems predictive dialers for both inbound and outbound calling campaigns and support users that utilize the automatic dialer.  This position is responsible for strategic analysis and reporting of campaign performance, as well as workforce management planning.  The dialer administrator is an important strategic role and is responsible for ad hoc reporting, supporting general business operations, and exercising decisions and discretion on matters affecting the business.  This role reports to the Director of the Contact Center.

Responsibilities:

  • Ensure the smooth daily management and operation of the automatic dialer
  • Create and manage inbound/outbound calling campaigns, statistical information, statistical reporting, problem resolution, and manage interdepartmental communications as it relates to the automatic dialer operations
  • Build, manage, and maintain all monthly telemarketing campaigns based on strategic dialing attributes and the list setup instructions
  • Ensure tests are executed correctly and on time
  • Partner with vendors, IT, and strategy to meet business objectives to ensure consistent, accurate execution, reporting and management of dialer operations
  • Create and publish daily agent/campaign stack rank and dialing strategy
  • Mitigate agent idle time by executing agent backup assignments based on the dialing plan/campaign stack rank
  • Partner, contact and report all issues pertaining to the dialer’s functionality to the proper vendor and IT support and strategy team
  • Manage and update vendor cases and problem log
  • Assist and support in other aspects of our client’s business needs, such as end-user assistance, report analysis and ad hoc programming when needed
  • Strategically develop and support scripts to be used by the call center in contacting customers and for the creation of online statistics report to be used by site managers and other points of contact involved
  • Develop and support tools to be used for validation/quality audit of campaign inventory against marketing list pull instructions

Required Skills:

  • Minimum 3 years of work experience with an enterprise call center
  • Managing dialer with at least 300 seats
  • Minimum 2 year degree
  • Experience working with SQL and database management skills
  • Advanced knowledge of MS Excel
  • Clear understanding of communications technology to support the business
  • Experienced to manage auto-dialer programming, strategic reporting systems, and call recording systems
  • Maintain a professional and positive demeanor working with coworkers, internal or external customers and management
  • Ability to flex and adapt to various work schedules as required to perform duties onsite and remotely as required to support the business
  • Strong analytical and organizational skills
  • Excellent written and verbal communication skills
  • Experience with workforce management solutions
  • Ability to work in a fast paced environment with frequent strategy changes
  • Ability to develop and prepare dialer analysis and recommendations
  • Ability to utilize data management systems to maximize workforce productivity
  • Queue management skills

Desired Skills:

  • Asterisk PBX Experience
  • Credit card payment gateways and interface knowledge
  • Time management skills
  • Experience working with IT project teams and support
  • Resourceful, troubleshooter issue and error management