Jr. Dialer Analyst

  • Management
  • Full time
  • 4 years ago
  • United States ,Indiana

Job Information

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    Salary USD - US Dollar 50,000 - 100,000 / Yearly
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    Shift Normal
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    Number of vacancies* 1 opening
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    Job level* Executive
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    Job experience* 3+ years
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    Job qualification* Any Bachelor Degree

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

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