Dialer Job Description Sample
Dialer IT Campaign Manager
Van Nuys, CA
We have an exciting opportunity for a Dialer IT Campaign Manager in our brand new sales transfer center in Van Nuys. This is an ideal opportunity for an experience Lead Generation Campaign Manager to build their own processes and execute their own best practices.
Bay Sun Solar is a fast growing solar sales organization that has grown more than 10 fold in the last year. There is rapid growth for the company the leaders who help create the foundations for future success. Bay Sun Solar operates 3 field sales offices in NorCal, 1 outbound telemarketing team and are now adding a large outbound marketing team and more offices in Southern California in 2019.
Responsibilities Dialer IT Campaign Manager
- Assist in setting up a new Lead Qualification Transfer office in Van Nuys opening in the coming weeks
- Advise on and Setup the cloud based dialing system Currently using XenCall but open to others
- Manage lead purchases, lead vendors and lead list health
- Manage Data Recycling process
- Monitor lead qualifiers activity to ensure process quality is maintained
- Do regular campaign optimization to ensure the call center and Telemarketing representatives are able to achieve their goals
Bay Sun Solar is one of the most driven solar sales companies in the industry. This powerhouse company is self-owned and operated, this means they know what it takes to build and drive success. Since 1978, Bay Sun has strived to demonstrate quality in all that they do.
Contact Center Outbound Dialer Analyst
Location: Navy Yard – Washington DC
Full/Part Time: Full-Time
What You’ll Be Doing:
- Analyze and support outbound dialing operations for the Coverage Improvement Campaign
- Support the design, development, and implementation of the CI and RI outbound campaigns
- Define requirements, design, build and implement standard and ad-hoc reporting capabilities to audit dialer call treatments and behaviors for each campaign
- Research and explain prospective data or dialer execution anomalies
- Correlate variables and analyze dialing statistics to support Operations’ effort to improve dialing productivity, list penetration, and completed interview efficiency
- Respond to ad hoc data analysis requests from the client and operations team
- Bachelor's Degree in Computer Science, Business Administration, or commensurate working experience
- Minimum of three years of experience managing large projects and collaborating with multiple teams in a matrixed project environment
- Minimum of three years of experience delivering projects within a contact center environment, with an advanced understanding of contact center technologies and how they support operational objectives and processes
- Significant experience working with diverse stakeholders throughout the SDLC lifecycle to develop requirements, design, test, implement and maintain contact center functionality
- Minimum of three years of experience working on large government programs
- Advanced ability to present and clearly communicate information to the client, across workstreams, and with various stakeholders in the program
Founded in 2007, VIATEQ Corporation is a Small Business Administration (SBA) Certified 8(a) company that provides business solutions for federal and state government agencies. VIATEQ’s past performance and business model provides a framework and flexibility for employees, clients and business partners to work together to meet our client’s business needs. Previous and current clients of VIATEQ include but are not limited to the Department of Labor, Department of Defense, Department of Homeland Security, and Department of Commerce.
Equal Opportunity Employment:
VIATEQ Corporation provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, VIATEQ will provide reasonable accommodations for qualified individuals with disabilities.
Associate, Dialer Operations
Discover. A more rewarding way to work.
At Discover Financial Services, you'll find yourself in the company of some of the industry's smartest and most reliable professionals. And at a company that rewards dedication, values innovation and supports growth.
Thrive in an environment that promotes teamwork and shared success. Build on a foundation of mutual respect. Join the company that understands rewarding careers like no other, with this exceptional opportunity:
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We're all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
Responsible for designing, managing, and analyzing Dialer campaigns and strategies for the business. Partners with management to develop and execute business strategies. Makes operational recommendations to management. Creates and maintains a daily system and agent productivity reports.
Monitors Dialer compliance and adherence to regulatory standards.
Produces Dialer performance reports.
Runs daily Dialer campaigns and inbound queues to achieve high Dialer productivity.
Supports operations center management resolve and answers questions with data.
At a minimum, here's what we need from you:
1+ years of experience in Call Center, or related field
If we had our say, we'd also look for:
1+ years of experience in Dialer Operations, Workforce Management, or related field
What are you waiting for? Apply today!
And by the way, while you're waiting to hear from us, don't forget to check out the great benefits Discover offers.
Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.
Dialer Strategy Specialist
Dialer Strategy Specialist
Westlake Village | California | United States
Add to favorites Favorited View favorites
The Dialer Strategy Specialist is responsible for building, monitoring, and refining strategies to optimize the New Voice Media dial lists and system settings to maximize touch rates, conversion rates and sales productivity. This role will partner with the Campaign Program Manager, Sales, and Marketing in managing dialer campaigns to ensure all operating hours are covered. They will also monitor all campaigns to determine overall strategy and design of calling campaigns are meeting regulatory and operational guidelines while also exceeding established goals including but not limited to Intensity Rate, Contact Rate, Abandon & Abort Rates. The Dialer Strategy Specialist will also be responsible for execution of all agent statistics and reporting all issues to a line of business Supervisors and Managers.
Performing the mechanics required to maximize production within the dialing platforms such as changing the campaign dialing levels based on agent and inbound call activity.
Real-time monitoring of campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized & dialing plans are executed successfully.
Achieving desired penetration and contact rates necessary to meet sales and renewal goals.
Develop and maintain necessary data to accurately report on performance, forecast workloads, and developed dialing plans to enable agile management of sales and marketing performance.
Communicate effectively with internal stakeholders regarding dialer capabilities and execution of strategies.
Knowledge of what sales system-views and processes will be most effective to maintain or increase sales productivity - in an environment of a high-performing and highly agile inside sales floor.
Evaluate and juggle priorities balancing focus and work with the marketing, training, and sales team members to support their customer engagement objectives.
Create processes to manage and re-assign sales opportunity to improve contact and conversion rates of leads and other call initiatives.
Partner with the Campaign Program Manager, Sales and Marketing leadership to Manage all customer lists, and optimize the quantity of information in customer records in a single location. Collaborate with other product groups to create cross-referenced customer lists, eligibility lists, and ensure that the company optimizes efforts by working with the best and most complete centralized customer information.
Collaborate with Sales, Marketing and Sales Operations to create reports, dashboards and other processes that allow management and sales to track progress on revenue, renewals, collections, cancellations, and sales activities.
Provide QA support for new projects related to the optimization of the power dialer platform including pre and post launch troubleshooting.
Have a good eye for identifying areas of need, and bugs/process flaws. Be able to properly size these issues and find solutions, or report to the necessary business partners when needed.
Demonstrated ability to build, launch and manage pools/campaigns in New Voice Media or similar power dialing platforms
Experience with Salesforce and the integration between power dialer and telephony systems
Technology oriented including knowledge of basic technical troubleshooting, able to resolve basic front line issues, and provide detailed and clear issue information for escalated troubleshooting
Experience in creating logics and reports for production and analytic review
Previous Lead or technical support experience a plus
Self-motivated, and able to stay focused without supervisor intervention.
Solid attendance record and schedule adherence.
Skilled in Google Suite
Excellent communications skills both written and verbal
The ability to lead by example and keep team members engaged
Dialer System Tech Team Lead
The Dialer Team Lead is responsible for the daily support and operation of the collections outbound dialer. This includes monitoring staffing levels, dialer metrics, telephone inventory management, research and troubleshooting dialer performance issues.
This person will be responsible for executing dialer strategies as directed, while making real-time adjustments to increase performance results or based on management feedback. ACCOUNTABILITIES DIALER PERFORMANCE Communicates and directs leadership and staff regarding workflow Effective utilization and management of the predictive outbound dialer Maintains systems issues logs Meet or exceed assigned productivity measurements Resolves escalated customer concerns/issues professionally and conducts follow-up as needed Utilizes dialer databases to monitor dialer/agent activity and gather account information Works as a liaison with other departments to trouble shoot system problems and resolve issues. SUPPORT PROJECTS Handles inquiries from agents, leadership and other internal business partners Performs other related duties as designated by manager Assists leadership in developing case study presentation for process improvement Documents all processes created for analysis work that can be entered into various required applications Looks for reporting gaps within department and partners with leadership to recommend possible solutions GAP ANALYSIS AND SOLUTION RECOMMENDATION Utilizes queries, scripting functionality and other data mining tools to help identify process or technology gaps within department Analyzes data results and submits thoroughly documented findings and recommendations for alleviating gaps within department REPORT PRODUCTION Tracking statistics of dialer and collector performance Maintains metric drivers for manually processed reports Maintains an electronic catalog of all scripts and queries for supporting the business Provides additional reporting as needed QUALIFICATIONS REQUIRED Fluency in all Microsoft Office applications High School Diploma Proven ability to multi-task and prioritize workload Some previous experience or education Ability to work independently and meet deadlines Detail oriented and possesses strong problem solving skills PREFERRED Some College Course certifications or clearly demonstrated proficiencies in Microsoft Applications (including Excel, Word, Access, Visio, Powerpoint). Skilled in SQL Server is also a plus Datachoice Strong technical skills including a basic understanding of telephony, and SQL databases Special Requirements Regular attendance is required Must be able to work a flexible schedule. Hours based on business needs
Call Center Dialer Operations Campaign Manager
Who is Equifax?
Equifax is a global information solutions company that uses trusted unique data, creative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.
Regardless of location or role, the individual and collective work of our people makes a difference in our business.
We are looking for individuals who can help us disrupt the marketplace. You will do this by delivering leading-edge technology to build and deliver unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.
We will give you the opportunity to drive innovation and automation across the enterprise. This will include tool and process integrations across all business units within Equifax globally.
You'll work with call center leadership to build a high performance calling environment to support business strategy and provide support and feedback for execution.
You will develop and implement outbound calling campaigns
You'll analyze results of calling campaigns and recommend changes as needed
You will monitor and analyze call queue and agent productivity, making adjustments when needed
You'll develop reports for call activity and agent production to assist managers with performance and trending
What makes you a good fit for this role?
You have attained a Bachelor's degree or are a High School Graduate with equivalent work experience
You have over 2 years of experience crafting and implementing call campaigns using Dialer systems (Noble Dialer Systems)
You've performed analysis of results from calling campaigns and provided recommendations, as needed
You've monitored and analyzed call queues and agent production and have made adjustments accordingly
The Perks of being an Equifax Employee?
We offer an excellent compensation packages with high-reaching market salaries and 401k matching, along with the works: comprehensive healthcare packages, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To speak to us about this role in more detail apply online.
Function - Fulfillment / Operations
Revenue Group is looking for experienced Dialer Administrators with excellent organizational and analytical skills for our Dialer Manager Position to oversee two dialer platforms in our Nationwide Call Center. Ideal candidates will:
Demonstrate initiative in developing dialing strategies to boost and maintain performance and contact rates.
Optimize system resources to meet collection objectives.
Forecast and develop projected call volumes for interval, daily, weekly, monthly, and annual increments.
Manage and maintain two dialer platforms, Ontario Contact Savvy and ViciDial.
Follow and understand calling strategies to meet company standards for contact rates, idle times, and abandonment rates.
Identify and troubleshoot problems and production impediments.
Update and understand system reports and how they relate to dialer strategies.
Contribute to effective recovery, maximizing efficiency across all lines of business.
Document technical system requirements and provide feedback on strengths and areas in need of improvement.
Monitor dialer platform to insure appropriate staffing levels are in place to meet the necessary inbound and outbound call volume.
Alert management to capacity issues and makes skill group modifications as necessary.
Monitor campaigns (Manual, Predictive, Preview, Verified Contacts) to support dialer initiatives and identify any real time issues.
Define and documents all inbound and outbound call flows and ACD configurations.
Dialer administrative experience preferably in campaign management
Call Center or Collections background
Excellent oral and written communication skills
Ability to work in a team environment
Advanced PC skills with the ability to use MS Office applications
Ability to work in a multi- tasked environment
Demonstrate strong understanding of TCPA, and applicable local, state, and federal regulations.
Minimum 1 year as a workforce analyst or a predictive dialer campaign manager in a blended call center environment
Experience with several call center technologies, such as voice communications, ACD, Predictive dialing, unattended dialing
Compensation and Benefits:
Generous Medical, Dental, Life, 401(k), and PTO package
Telephony Manager - Predictive Dialer
GENERAL FUNCTION: Contributing member of the Retail Direct Sales group who will manage and administer all inbound and outbound telephony systems and users as well as all departmental reporting related to Telephony Activity. Develops and producesaccuratemanagement reports.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank#s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES & RESPONSIBILITIES:
. Inbound and Outbound telephony
. Administers inbound and outbound telephony systems and new user set-up including, but not limited to:
o Campaign set-up - Predictive, Preview, Manual Dial, Blaster (Pacing, Reports, ANI Display, Blaster Messages).
o Inbound and Outbound service set-up including DNIS routing.
o Ensures the accuracy, integrity, and timeliness of inbound and outbound productivity reporting.
o Complies with Do Not Call legislation.
o Sets-up users in all relevant reporting databases, inbound / outbound telephony system, misc application / system set-up, and voicemail.
o Manages day to day operation of telephony system
. Outbound Telemarketing campaign Management
o Develops calling times for outbound calling list
o Analyzes and recommends outbound calling lists based on historical information and marketing analytics
. Call Recording Software
. Manages the Call Recording Software from user set up to development of Quality Monitoring Forms
. Develops and reports on Quality Monitor Performance at a department to individual level
. Systems and projects
. Leads the research and resolution of telephony system issues. Partners with the technical areas in the research and resolution of system and process problems.
. Works with users in defining user, system, and project requirements for new systems and system enhancements
. Assists in monitoring system and operational controls identifying areas of risk and suggesting possible improvements.
. Provides standard and ad-hoc business and status reports, technical training material, and reference material
. Plays a key role in the planning, testing, and implementation of system enhancements and conversions. Ensures system enhancements follow the appropriate IT guidelines, meet or exceed user requirements and are completed in a timely fashion. Mayactas a project leader role for projects.
. Reviews operational procedures and methods and recommends changes for improvement, with an emphasis on automation and efficiency.
. Performs other duties as assigned.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
. Four-year college degree or equivalent work experience.
. Minimum five (5) years experience working with an inbound / outbound telephony system.
. Advanced PC skills, specifically with Microsoft Access and Excel, including the ability to download, import and export files, as well as create and utilize pivot tables and macros. Experience with Microsoft Word, Outlook, Crystal Reports,AdobeAcrobat Reader/Writer/Distiller, SQL Server Management Studios, and Business Objects required.
. A high level of analytical and technical skills required to interpret and analyze system data.
. Professional verbal and written communication skills and the ability to communicate with professionalism, to all levels within the organization.
. Demonstrated ability to manage multiple projects and priorities and work in a fast paced environment required.
. Strong leadership and organizational skills.
. Ability to work independently, as well as in a team environment.
. Normal office environment with little exposure to dust, noise, temperature and the like.
. Extended viewing of PC screen.
Call Center Workforce Dialer Operations Agent
NOW HIRING! FULL-TIME Workforce Dialer Operations Agent
San Antonio, TX Call Center
*Starting pay rate 13.52/hr.
The National Workforce Management and Dialer Operations Specialist is accountable for the support of multi-site inbound and outbound call center businesses through constant monitoring of network applications, real time response and implementation of solutions to system challenges. Responsible for opening, updating and closing all network applications and communicating business critical information to the Customer Care Network Operations team, via e-mails and direct phone contact. Informs management regarding Real Time Dialer performance metrics, areas of success and/or opportunities, and provides analysis of system and application performance.
Our ideal candidate would have at minimum 6 months of call center, data entry, or customer service experience while using multiple computer programs
To schedule your interview you must submit your application online directly through the company's website!
TO APPLY ON OUR COMPANY'S WEBSITE PLEASE COPY & PASTE THE LINK BELOW!
YOU CAN VISIT!
Under Keyword type in: 963636BR
Get your INTERVIEW by completing the following steps:
1) Submit your application online through the company's website
2) You will be contacted or you may contact the recruiter to confirm an appointment within 24 hours of applying
Call Erika (407) 677-3011 for more information!
EOE Minorities / Females / Protected Veterans / Disabled
Care Management Support Professional 2 - Auto Dialer
The Care Management Support Professional 2 – Auto Dialer contributes to the administration of care management through the Humana at Home Auto Dialer. Provides non-clinical support to the assessment and evaluation of members' needs and requirements to achieve and/or maintain optimal wellness state by guiding members/families toward and facilitate interaction with resources appropriate for the care and wellbeing of members. The Care Management Support Professional 2 – Auto Dialer work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Care Management Support Professional 2 – Auto Dialer acts as a liaison for assigned business segments in order to implement their predetermined goals through the Avaya or Five9 Auto Dialer. The Care Management Support Professional 2 is considered a subject matter expert in Auto Dialer Administration, and lends support to others within the team. The Care Management Support Professional 2 supports Care Management Support Professional 1's through training and continued learning on the Auto Dialer platforms.
The Care Management Support Professional 2 – Auto Dialer Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.
Or 5+ years' experience as an Auto Dialer Administrator
Experience with Microsoft Office tools
Technical experience with Word, Excel, Outlook
Program/Project Management experience
Decision making skills regarding own work assignments and priorities
Ability to report to upper management campaign status and milestones
Experience with Auto Dialer reporting
Experience troubleshooting Auto Dialer at the agent level
Demonstrated experience with Excel Macros
10+ years' experience Avaya or Five9 Auto Dialer Administration
Scheduled Weekly Hours
Making better hires starts with building better job descriptions
- Browse 100s of templates across 40+ industries
- Customize your template with your company info & job requirements
- Post it to 20+ job boards in seconds – for FREE!