What Does a Dialer Administrator Do?
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.
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National Average Salary
Dialer administrator salaries vary by experience, industry, organization size, and geography. To explore salary ranges by local market, please visit our sister site zengig.com.
The average U.S. salary for a Dialer Administrator is:
Dialer Administrator Job Descriptions
Responsible for daily management of the phone system (current Nice in-Contact – GoTo Meeting (Jive), including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center. This integral IT position supports the overall functionality of our Sales and Customer Service departments. The objective of this position is to develop and optimize staffing resources. The position is an individual contributor. The candidate will have a strong personality and experience managing call center technology and in workforce management, the ability to think outside the box is crucial. Must be a team player with strong interpersonal skills.
Essential 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 the dialer systems
- Complete other duties assigned
- Responsible for all aspects of the call center technology platform including conversational IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management
- Phones and IVR must be fully operational
- Partner with business leaders to develop new functionality to improve the borrower and agent experience
- Responsible for team member schedules to endure all intervals during business hours are staffed to support expected call volumes
- Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
- Collaborate with internal and external partners to maximize the achievement of business goals.
- Lead and mentor team members in building out the Analytics function completing required training and certifications
- Monitoring of agent activities
- At least 1 year in a call-center environment
- Knowledge and experience in using a dialer system
- Intermediate-advanced proficiency level in excel
- Basic statistics knowledge
- Must have 5-8 years of experience developing and supporting contact center routing, IVR applications, and reporting
- Must have 5+ years experience with NICE/Jive – GoTo Meeting or similar telephony platform in a call center environment
The Dialer Administrator is a technical role, responsible for the Five9 dialer, which will include programming, scripting, loading, mapping, and reporting. In this role, the Dialer Administrator will be working closely with Clients, the Customer Success (Operations) team, Workforce Management, and other stakeholders. This role will also be providing compliance guidance when running outbound campaigns.
- Perform list management: Loading, mapping, reporting
- Create and update outbound campaigns including pacing, trending, penetration, non-connects, and troubleshooting.
- Configuration of new campaigns: creation, user profiles, worksheets, etc
- Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, Federal Laws, California Privacy Act, etc.
- Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS
- Perform scripting (Jacada & Five9) along with reporting changes to include variables
- High school diploma or GED.
- Experience in call-center environment preferred.
- Knowledge and experience in using a dialer system (Five9 is a plus, but not required)
- 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
As a Dialer Operations Administrator, you are responsible for all aspects of campaign management and strategy. As a Dialer Operations Administrator, you will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals. You will build and facilitate vendor relations to ensure adequate staffing levels and minimize organizational risks.
How to drive value to the company
- Understand technology systems and create viable dialing campaigns to achieve departmental objectives
- Launch scheduled campaigns in accordance with departmental standard operating procedures
- Continuously monitor agent’s skills in real time and make recommendations based on call type
- Analyze data to identify emerging trends and quickly respond to minimize the impact on operations
- Partner and review staffing plans to maintain adequate staffing levels to meet business demands
- Serve as the main point of escalation between numerous functional areas
What should you know
- Bachelor’s Degree preferred, or equivalent work experience
- A minimum of 2 years of experience in a call/ contact center environment required
- Advanced knowledge of telephony platforms
- Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management
- Clear and concise communication skills
- Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
- Exceptional interpersonal skills
- Exceptional oral and written communication skills
- Proficient computer skills with working knowledge of the internet and standard business applications
- Must be able to pass a criminal background check
- Must be flexible to work departmental operating days and times which include Monday through Saturday, 8:00 am -8:00 pm
- The position may require some travel
- Talk and hear to exchange accurate information
- Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
- Lift up to 25 pounds
- Stoop and kneel to install computer equipment, maintain files, etc.
How to Hire a Dialer Administrator
When hiring a dialer administrator, first consider the following:
- Recruiting: Do you have the knowledge, tools, and resources to attract and screen candidates?
- Complexity: Do you need a senior professional, or will mid or junior-level skills and experience suffice?
- Duration: Is this a one-time project or an ongoing need?
- Management: Do you have the time and expertise to direct the work effectively?
- Urgency: How soon does the work need to be completed?
- Headcount: Do you have the budget and approval for an internal employee, or should you consider alternate options?
Answering these questions will help determine the best course of action for your current hiring need. Fortunately, great options exist for every scenario. These are our recommendations:
1. Use 4 Corner Resources (or another professional recruiting firm)
The heavy lifting is done for you when working with a top-tier staffing company like 4 Corner Resources. We source, screen, recruit, and deliver only the most qualified candidate(s), saving you significant time and effort throughout the hiring process while you remain focused on your core business. Understanding your needs and ensuring the right candidate for the position is the key to our success.
This is the best route to take when:
- You need to fill the position quickly
- You want access to a vast talent pool of high-quality, prescreened candidates
- Your position is suited for temporary hiring services, contract staffing, or contract-to-hire recruiting, and you intend to direct the work activity.
- You are hiring an employee as a direct placement but aren’t able to recruit effectively or efficiently with your internal staff.
- You aren’t familiar with current salary rates, market trends, and available skill sets
2. Hire an experienced freelancer
The freelance, or gig, economy continues to grow, with more talent available daily. Freelancers provide high-quality work without a long-term commitment. They can offer you a fresh perspective, more flexibility, and increase efficiency. While the freelance market isn’t ideal for every position, dialer administrators are often a great fit.
We recommend this option when:
- Your need is project-based
- The work can be performed remotely
- You do not intend to direct the daily work activity
- You are hiring for expertise your internal team does not possess
- You do not require an employee to work onsite or follow a specific schedule
When hiring a dialer administrator, we recommend using Upwork.
Upwork is a freelance talent network that helps individuals connect with experts in a variety of fields to accomplish project-based needs. When you have a specific, well-defined goal in mind, this can be a great path to hiring an experienced dialer administrator. If you are satisfied with the outcome you can continue to book the same freelancer through Upwork’s easy-to-use project interface.
3. Advertise your opening on a top job board
Your best option may be to advertise your opening on a proven job board. There are many widely used job sites out there that draw visits from qualified candidates. If you have someone internally who can dedicate the time and energy to sort through applications and screen individuals effectively, this can be a great choice.
We recommend using a job board when:
- Your internal recruiting team has the knowledge and experience to assess candidate qualifications
- You are hiring a direct employee and have time to manage the entire recruiting effort
- You have a process for receiving, screening, and tracking all resumes and applications
- You are prepared to respond to all applicants
There are many career sites out there. Here are the two we recommend for a dialer administrator opening:
CareerBuilder has been a trusted source for hiring since 1995. Reach 80+ million unique, diverse U.S. job seekers annually by posting your jobs through their talent acquisition channels. Through CareerBuilder, you can engage candidates and drive them into your sourcing pipeline. We recommend using CareerBuilder for hiring when you have the internal resources and processes to review, screen, and reply to all applicants.
LinkedIn is a social network for job seekers, professionals, and businesses. With this popular job site, you can enhance your brand and advertise your open position to a wide audience of motivated, qualified candidates. Job postings on LinkedIn are also extremely streamlined and user-friendly, making it even easier for candidates to apply. Additionally, applicants can use their LinkedIn profile instead of a resume to expedite the process.
4. Leverage your internal resources
You can utilize your own website, social media, and employees to assist in your search for top candidates.
A company website posting should be the first step in notifying prospective candidates that you are hiring. Social media can also be a powerful tool for spreading the word about your new opening. As far as exposure is concerned, this option can be as good as some job boards when you have a large enough following across various platforms, like LinkedIn, Instagram, Facebook, TikTok, and Twitter.
Current employees are every organization’s greatest asset. Encourage your internal team to promote job openings to their network by offering cash and other incentives.
We recommend these options when:
- Your brand has great name recognition
- You can consistently monitor and respond to candidate activity through your website and social media accounts
- You have a process in place to quickly and broadly communicate job openings and requirements
- You have an effective employee referral program in place
If you aren’t sure which path is best, schedule a discovery call today with our seasoned recruiting professionals. The 4 Corner team is on standby to help you find the best option for your unique hiring need.
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 autodialer?
- 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?