Dialer AdministratorJob Description, Salary, Career Path, and Trends

Dialer administrators work in call centers where they are responsible for managing the dialer system and ensuring that the call center runs as effectively and efficiently as possible. Dialer administrators oversee the dialer system, which routes calls, auto dials, or predictive dial outbound numbers for agents, freeing them up to perform other duties. 

A dialer administrator might typically monitor call campaigns to increase the percentages with the help of the available resources and maintain records of daily dialer downloads to ensure that the efficiency of the outbound calling is not affected. They must understand all relevant state and federal laws and ensure that the dialer system is in compliance with those laws. They also analyze various calling strategies and resolve any issues with the system. Solid knowledge of inbound and outbound telemarketing and fundraising programs, as well as familiarity with reporting tools and call center metrics, are needed to be a dialer administrator.

Sample job description

A dialer administrator plays a critical role in every call center and customer contact center environment by making sure the dialer system is working properly and efficiently. These workers are required to be experts in the dialer system, which includes routing calls and automating the process of dialing numbers. The dialer administrator is also in charge of reducing the cost of making phone calls by reducing repetitive and error-prone work.

[Your Company Name] is searching for a seasoned dialer administrator that has the proper experience in using a dialer system while understanding the basic principles associated with data structure and optimizations. If you have good critical thinking and communication skills that complement your work as a dialer administrator, we would love to have you on our team!

Typical duties and responsibilities

  • Perform daily uploads, downloads, and importing
  • Ensure and document outbound dialer activity
  • Analyze dialer-output data to identify potential problems and issues
  • Run payment report regularly
  • Create and update dialing campaigns, filter, list strategies and reports
  • Monitor and adjust the performance of dialer systems
  • Complete other duties as assigned

Education and experience

This position requires a high school diploma or GED; a bachelor’s degree is preferred. Also required is at least one year of experience in a call-center environment.

Required skills and qualifications

  • Knowledge and experience in using a dialer system
  • Intermediate to advanced proficiency level with Microsoft Excel
  • Basic statistics knowledge and ability to comprehend and analyze dialer-output data
  • Knowledge of auto-dialer operations and concepts
  • Understand database-design principles, data structures, and optimizations
  • Critical thinking skills and the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
  • Strong time management skills and the capability to execute multiple tasks and priorities in a dynamic environment
  • Excellent oral and written communication skills

Preferred qualifications

  • At least 1 year in a call-center environment
  • Knowledge and experience in using a dialer system
  • Intermediate-advanced proficiency level with Excel
  • Basic statistics knowledge

Average salary and compensation

The average salary for a dialer administrator is $52,500 in the United States. Position salary will vary based on experience, education, company size, industry, and market.

LocationSalary LowSalary High
Phoenix, Arizona$52,200$70,650
Los Angeles, California$58,900$79,700 
Denver, Colorado$49,100$66,400
Washington, DC$59,800$80,900
Miami, Florida$48,850$66,100
Orlando, Florida$45,050$61,000
Tampa, Florida$45,500$61,600
Atlanta, Georgia$47,750$64,600
Chicago, Illinois$54,900$74,250
Boston, Massachusetts$59,350 $80,300
Minneapolis-St. Paul, Minnesota$47,300$64,000
New York City, New York$62,500$84,550
Philadelphia, Pennsylvania$50,850$68,850
Dallas, Texas$49,550$67,000
Houston, Texas$49,100$66,400
Seattle, Washington$57,100$77,300
National Average$51,200$69,300

Typical work environment

Dialer administrators are typically found working independently on their computers in a separate office. They normally work the normal 40-hour workweek from 9 AM to 5 PM, Monday through Friday. However, these hours may change if there is ever a significant problem with the dialer system.

Typical hours

The typical work hours for a dialer administrator are from 9 AM to 5 PM, Monday through Friday in an office setting. However, longer or different hours may, at times, be necessary.

Available certifications

There are many certifications available to dialer administrators that would help them develop the skills needed in this field. Check out the following: 

  • Excel Associate Certification. Excel is increasingly being used in almost every industry, especially in technology, so it is important for every dialer administrator to know the ins and outs of Excel. This certification teaches the fundamentals of Excel by making sure each student knows how to effectively create and manage worksheets and workbooks. With 150 hours of instruction and hands-on experience, every participant will be able to share their new expertise with any potential employers they plan on impressing. 
  • Interaction Dialer Certified Engineer (IDCE) Training. If you’re looking to go above and beyond for your training, then earning the Interaction Dialer Certified Engineer certification is a great option. This course will teach students the database requirements for Dialer, the functionality of Interaction Dialer, configure campaigns, and Dialer licensing. The IDCE Training is a perfect certification to add to your resume to demonstrate your competence as a dialer administrator. 

Career path

The first step to becoming a dialer administrator is to earn a high school diploma or GED, with a bachelor’s degree preferred.

The telecom administration career path can have good opportunities for growth and advancement based on experience and performance. It is also essential to keep up with new computer, telephony, and related systems. Additional certifications and training courses can also add to a dialer administrator’s value and career trajectory.

US, Bureau of Labor Statistics’ job outlook

SOC Code: 49-2022

2020 Employment195,800
Projected Employment in 2030193,500
Projected 2020-2030 Percentage Shift 1% decrease
Projected 2020-2030 Numeric Shift2,200 decrease

The Flexographic Technical Organization offers professional skill and knowledge development opportunities, such as modules covering pertinent topics and certification programs. As with many IT-related fields, dialer administrators will need to keep up with new trends and technology in the telecom industry. The Flexographic Technical Organization offers professional skill and knowledge development opportunities, such as modules covering pertinent topics and certification programs. 

Sample interview questions

  • What made you want to leave your current job?
  • What made you interested in working with our company?
  • What skills should every dialer administrator possess?
  • What experience do you have in the dialer field?
  • Do you prefer working independently or with a team?
  • Tell me about a time you implemented an idea into a dialer system. Was it successful?
  • What has been your biggest challenge as a dialer administrator?
  • In what ways do you hope to grow in this position?
  • Have you earned any additional certificates relating to this position?
  • What exactly is an auto dialer?
  • What is an IVR (Interactive Voice Response)?
  • Walk me through your process of learning a new dialer system.
  • What dialer software are you most familiar with?
  • What skills do you possess that make you a good dialer administrator?
  • What does your typical workday look like?
  • What data are you looking to gather to help optimize the dialer system?
  • Why should I hire you?

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