Sr. Dialer Officer

Roles & Responsibilities:

1. Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters
2. Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview and predictive dialing campaigns in combination with attended messaging and blast campaigns.
3. Develop, analyze and distribute agent statistics and identify trends to help determine the need for strategy changes and/or training
4. Optimize daily performance on the Dial Connection Telephony platforms and ensures appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume
5. Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies
6. Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI's are surpassed
7. Executing dialer strategy for multiple departments
8. Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively including left messages via human or virtual
9. Responsible for development, testing, implementation and production of daily business reporting
10. Completes regular Quality Assurance monitoring of the dialer systems and processes
11. Ensure State/Country compliance requirements
12. Functions as primary point of contact to dialer strategies (sales) and advocate for team strategic insight, results and makes recommendation for process/system changes
13. Identifying and implementing process improvements.
14. Effective communication verbal and written skills, excellent time management and organizational skills, attention to detail and problem solving skills and demonstrated analytical competencies

Education and Experience:

1. Minimum 2 years previous experience in a high volume contact center while possessing the ability to handle multiple priorities and projects simultaneously
2. Technically competent on the Dial Connection systems
3. Possess excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, and application users
4. Communicate and collaborate with developers and subject matter experts to establish the technical and functional requirements for new contact center and marketing driven initiatives
5. Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into application and operational requirements
6. Advanced PC skills, specifically with Microsoft Access and Excel, including the ability to download, import and export files, as well as creates and utilizes pivot tables and macros. Experience with Word, SQL and/or Business Objects required.

Skills :