- Time Management
- Business Analysis
Technical and Statistical Duties:
Perform maintenance and other administrative functions to the dialer.
Work with IT & 3rd party support (as required) to perform health-checks, troubleshooting, and upgrades as needed.
Regularly perform QA checks to ensure optimal data-quality.
Manage dialer performance metrics to company standards including Service Levels, Occupancy, and Call Routing to ensure KPI’s are met or surpassed.
Create, edit, scrub, and distribute call lists to ensure appropriate formatting for dialer load and user consumption.
Plan, execute, and manage the dialer strategy for multiple teams to ensure campaigns are successful and effectively meet established business goals.
Perform daily/weekly list selection and job maintenance to ensure selection criteria are accurate including regular workload scrubs.
Upload daily workload lists to the dialer.
Responsible for development, testing, implementation, and production of daily business reporting.
Analyze and develop action plan, and resolve service delivery and/or service level issues.
Advise Manager regarding any metric variances and propose possible business solutions.
Bachelor’s degree or an equivalent combination of education and experience
1-3 years’ experience of business analysis or dialer-management, preferably in a call-center environment
1-2 years’ intermediate SQL skills
Basic statistics knowledge in order to comprehend and analyze dialer-output data and understand auto-dialer operation/concepts
Advanced MS Excel experience (i.e. macros, pivot tables, nested formulas)
Knowledge of database-design principles, data structures, and optimizations
Critical thinking and time management skills with demonstrable ability to manage multiple tasks in a dynamic environment while identifying multiple solutions or approaches to problems
Interactive Intelligence software/call center dialer experience preferred