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Jr Dialer Analyst

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Description

The Jr Dialer Analyst role is responsible for the day-to-day business management of command center operations. This includes daily telephony management, workforce & staffing-level management, data analysis, reporting, and software administration. Focus on business processes and efficiencies, alongside on-time delivery, will ensure success in this role.

Essential Job Functions:

  • Develop and execute strategies using automated dialer and telephony software with a daily focus on maximized business efficiencies
  • Communicate any pertinent campaign information to leadership and recommend adjustments to the daily calling plan as needed to meet performance and volume needs.
  • Keep operational objectives at the forefront of every decision made, specifically concerning campaign performance.
  • Check all dialer settings (both before the start of the campaign and as the system is running) to assure optimal performance and maintain performance logs.
  • Effectively collaborate with the appropriate business heads to support critical business projects.
  • Monitor workflow to ensure the highest levels of efficiencies.
  • Maintain compliance with all state and federal calling parameters.
  • Manage inbound and outbound performance metrics.
  • Troubleshoot system-based performance issues.
  • Maintain a daily schedule, adherence, and activity within workforce management and ACD software tools
  • Manage intra-day attendance communication line for contact center employees

Qualifications:

  •   Must be available for working hours between 7 am and 10 pm Eastern Monday through Friday and 8:30 am to 6:00 pm Eastern Saturday
  •   Ability to learn multiple call center technology suites
  •   Basic understanding of database structure and data analysis techniques
  •   Bachelor’s degree preferred
  •   1 to 3 years of professional experience (internship experience applicable)
  •   Strong attention to detail
  •   Experience in call center environment preferred
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