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Jr Dialer Analyst (Telephony)

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

  • Identify and execute intraday dialer strategy to drive contact center performance
  • Manage daily task execution within telephony and workforce management software suites
  • Monitor real time adherence and call center resource utilization
  • Create and deliver scheduled and ad-hoc reporting for management team, business partners, and key stakeholders
  • Provide trend analysis and feedback to command center leadership focused on improved business performance
  • Maintain daily schedule, adherence and activity within workforce management and ACD software tools
  • Maintain compliance with all state and federal calling parameters
  • Manage inbound and outbound performance metrics
  • Communicate with multiple lines of business to ensure awareness of scheduling, tactical planning, and analysis activities

Other Related Duties:

  • Performs other related duties as assigned.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

  • High School Diploma or GED required
  • 1 to 3 years professional experience (internship experience applicable)
  • Ability to learn multiple call center technology suites
  • Basic understanding of database structure and data analysis techniques
  • Strong attention to detail
  • Experience in call center environment preferred