Dialer Specialist

Monitors the effectiveness of predictive dialer campaigns, assists in analyzing dialer performance, and helps create dynamic and versatile dialer reports, making configuration recommendations to the Business. This role entails being on-call for all 89 hours Collections is operational each week, with flexible scheduling to adapt to business and dialer needs.

Key Responsibilities:

• Conducts daily process checks and validates callable downloads.
• Aids in developing the day's tactical calling plan based on staff availability, volume, and penetration goals.
• Operates the predictive dialer and configures dialer platform applications.
• Maintains historical data and reports on job productivity, effectiveness of plans, and integrates data from various sources.
• Assists supervisors with reporting tasks, including running daily and hourly reports.
• Monitors dialer campaigns to enhance productivity, makes real-time adjustments based on performance metrics.
• Collaborates with Information Systems support to address business requirements and dialer issues.
• Optimizes Prime Time attempts based on segments and provides input for process improvements.
• Offers suggestions for enhancing dialer processes, efficiency, and legal compliance to leadership.
• Undertakes other duties assigned by leadership.

Requirements:

• Bachelor's degree.
• Proficient in dialer software (preferred but not required).
• Knowledge of call center operations and key metrics.
• Fluent in verbal and written English.
• Keyboarding and navigation skills across programs.
• Intermediate MS Office skills.
• No negative reports in the past year.
• Available to work 48 hours per week on weekdays.

Competencies:

• Results and detail-oriented.
• Adaptable to change.
• Analytical and customer-focused.
• Quality-driven with cross-functional collaboration.
• Proficient in managing various software tools.