Job Description
The Jr Dialer Analyst role is responsible for the business day to day management of command center operations. This includes daily telephony management, workforce & staffing-level management, data analysis, reporting and software administration. Focus on business processes and efficiencies, alongside on-time delivery, will ensure success in this role.
Essential Job Functions:
- Develop and execute strategies using automated dialer and telephony software with daily focus on maximized business efficiencies
- Communicate any pertinent campaign information to leadership and recommend adjustments to the daily calling plan as needed to meet performance and volume needs.
- Keep operational objectives at the forefront of every decision made, specifically concerning campaign performance.
- Check all dialer settings (both prior to the start of the campaign and as the system is running) to assure optimal performance and maintain performance logs.
- Effectively collaborate with the appropriate business heads to support critical business projects.
- Monitor workflow to ensure the highest levels of efficiencies.
- Maintain compliance with all state and federal calling parameters.
- Manage inbound and outbound performance metrics.
- Troubleshoot system-based performance issues.
- Maintain daily schedule, adherence, and activity within workforce management and ACD software tools
- Manage intra-day attendance communication line for contact center employees
Qualifications:
- Must be available for working hours between 7 am and 10 pm Eastern Monday through Friday and 8:30 am to 6:00 pm Eastern Saturday
- Ability to learn multiple call center technology suites
- Basic understanding of database structure and data analysis techniques
- Bachelor’s degree preferred
- 1 to 3 years of professional experience (internship experience applicable)
- Strong attention to detail
- Experience in call center environment preferred