Dialer System Tech Analyst (Remote)

This is a Remote Work From Home Position

Shift is M-F 10am-7pm CST

PURPOSE AND SCOPE:

The Dialer System Tech/Analyst is responsible for maintaining a high performance blended calling environment for the Customer Service/ Collections / Call Center.

Facilitate the effective use of Dialer functionality to maximize operational efficiency.

Effectively collaborate with business leaders to execute dialer campaigns that achieve program objectives in a cost effective manner.

Will work with workforce management to balance optimal utilization.

Maintain and administer changes to the dialer, IVR, telephony system and other associated systems

 

PRINCIPAL DUTIES AND RESPONSIBILITIES:  



* Responsible for day to day execution and monitoring of the outbound dialer job performance


* Deliver ad-hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact centers


* Perform system configuration for multiple applications


* Provide help desk support for specific dialer software


* Assist IT with technical support and diagnostics with call servicing technologies


* Create and manage predictive outbound or blended dialing services for the divisions with respect to applications, priorities, table definitions, import/export raw files, filters, dial orders, call data definitions, disposition plans, schedules, and time zone groups


* Documentation of system configurations and historical tracking of changes to strategies


* Ensure compliance with FDCPA and privacy requirements for customer contact


* Establish and manage dialer strategies


* Executes policies at the direction of the Supervisors, Sr.

Manager, or Sr.

Director and making recommendations for change


* Manage and maintain department key performance indicators as it pertains to Dialer Operations


* Management, administration, real-time monitoring and adjustment of dialer inbound queues, agent availability, agent skill sets and outbound dialer campaign results


* Responsible for reviewing the system reporting results for soundness of judgment and overall accuracy


* Troubleshoot and resolve issues related to products as a result of alerts or customer complaints


* Deploy appropriate pacing concepts and apply the correct logic to produce efficient campaigns with low abandons and high connect rates


* Provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators


* Track key performance indicators, generate and distribute dialer reports as necessary


* Maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours, maximize production (total dials) and efficiency (slot utilization).


* Real time monitoring / scheduling adjustments based on contact center performance and staffing schedule adherence to assure service levels are consistently met.


* All other dut...