Dialer Management Specialist - Full-time

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 in

accordance 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 and

researching 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 and

department 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 a

comprehensive 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.