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Jr Dialer Analyst (Telephony)

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Description

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • 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.

Qualifications:

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


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