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in Saraland, AL
Dialer Management Specialist - Full-time
Hours | Full-time |
---|---|
Location | Saraland, AL Saraland, Alabama |
About this job
Description
BASIC FUNCTION
Responsible for a variety of duties in support of the dialer system in accordance to departmental
guidelines and operation needs; setup dialer to the proper specifications once dialer campaigns
are decided; as directed, increase or decrease dialer pace in order to maintain a high level of
productivity; assist in resolving basic, routine dialer issues by identifying issues and researching
in a timely manner, following research through to resolution; prepare routine reports, as required
Dialer Functions -
Responsible for a variety of duties in support of the dialer system inaccordance with corporate and departmental guidelines and operations need
* Setup dialer to the proper specifications according to dialer campaigns
* Increase or decrease dialer pace and create and apply filters and sort criteria as directed in
order to maintain a high level of productivity as assigned
* Review performance statistics to make recommendations to improve performance while
informing managers of substandard productivity to discuss recommended changes as assigned
* Inform management of high update/talk times as assigned
* Monitor phone lines to ensure minimal failure and notify the proper area when phone lines
become a problem as assigned
* Monitor performance metrics to ensure that the highest level of productivity is achieved from a
list/lead management perspective as assigned
* Provide feedback on dialer performance, providing suggestions for improvements to
management
* Assist in developing and documenting processes and procedures for dialer administration
Research Assistance -
Assist in resolving basic, routine dialer issues by identifying andresearching issues
* Monitor process research through to resolution escalating to supervisor when applicable
* Develop an excellent working relationship with internal contacts
* Respond to requests for dialer reports or other information
Team Interfaces -
Establish and maintain a professional relationship with team members anddepartment contacts.
* Cooperate with team members to meet goals or complete tasks
* Escalate work flow and communication issues to supervisor
Related Duties as Assigned -
* The job description documents the general nature and level of work but is not intended to be acomprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities
to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such accommodations
Qualifications
MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications.
Experience
* Minimum 1 year collections, database or operations experience required.
* Minimum 1 year dialer experience or statistical analysis experience preferred.
* Minimum 6 months lead operations experience preferred
Other
* Based on assignment the following may be preferred Prior knowledge of FACS
* Basic knowledge of MS Word, Excel, and Access required.