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 #1
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, 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 scheduling 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 achievement of business goals.
Lead and mentor team members in building out the Analytics function completing requires 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 with excel
Basic statistics knowledge
Must have 5-8 years 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
Sample job description #2
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, 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
Sample job description #3
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 you should know
Bachelor’s Degree preferred, or equivalent work experience
Minimum of 2 years 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.
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.
Los Angeles, California
Minneapolis-St. Paul, Minnesota
New York City, New York
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?
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