Dialer Administrator

About the Job

We re looking for a detail-oriented Dialer Administrator to manage our in-house dialer system, monitor vendor productivity, and drive workforce efficiency.

The Dialer Administrator plays a critical role in supporting the business to achieve the customer contact goals by administering the in-house dialer including system configuration, execution of daily dialer strategy, monitoring performance, and reporting.

In addition to dialer administration, this position will support intraday workforce management processes as needed. This role is also responsible for monitoring and adjusting early-stage inbound call allocation between our vendors and client.

As Dialer Administrator, You Will

• Be in charge of dialer administration including opening / closing processes, intraday monitoring of dialer performance, execution of daily dialer strategy, and publishing of reports.
• Track Intraday inbound call volume and allocation change requests.
• Provide front-line support for system and operational issues affecting operations, including issue tracking and resolution.
• Hold meetings with operations leaders to discuss productivity concerns or positive trends.
• Monitor agent dialer schedule adherence and follow up with management / agents to ensure maximum staffing.
• Actively participate in coaching and development sessions / trainings to co-create solutions that enhance individual performance and overall department / team performance.

As Dialer Administrator, You Need

Skills Required

Excellent Communication Skills, Ms Office Tools, Call Center Agent