Monitoring the inbound and outbound dialer during dialer operation
Designing and programming dialer strategies to ensure call center agents are targeted to the right campaigns
Analyzing dialer data and existing query logic to ensure the dialer is running optimally
Working with Workforce Management teams to ensure agent schedules match demand
Consulting with Call Center managers to alert them of agent issues and migrating agents to support demand
Research and resolve legal and compliance inquiries to ensure State and Federal law adherence
Learn new dialer technologies and tools
Programming dialer logic using SQL
Working with technology teams to implement dialer initiatives and execute Business Continuation Tests
Report and resolve production issues

Requirements

4+ years of Administrative Support, Contact Centers, Business Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Experience with dialer technologies such as Aspect or Avaya
Advanced Microsoft Office (Word, Excel, Outlook)
Advanced analytical abilities to analyze data and recommend go forward actions
Experience executing initiatives
Experience testing dialer strategies and technologies
Highly organized and detail-oriented, with the proven ability to handle multiple tasks simultaneously, and prioritize effectively
Experience with developing internal communications for agents and internal teams
Must be able to work a hybrid schedule at one of the locations listed

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLdialer strategiesdata analysisquery logicbusiness continuation testsinitiatives executiontesting dialer technologies

Soft Skills

analytical abilitiesorganizational skillsdetail-orientedmulti-taskingprioritizationcommunication development