Dialer Analyst

DIALER ANALYST

Responsibilities:

·       Responsible for all aspects of the call center technology platform including conversational IVR (Interactive Voice Response), cloud-based contact center solutions, workforce management, and outbound dialing/campaign management.

·       Configuring New hire access for TCN platforms.

·       Create TCN Campaigns ensuring they build, requeue and complete as planned.

·       Create Campaign schedules and leverage monitoring to ensure agents are logged into appropriate service as required. Monitoring and validating call prioritization and agent skill assignments.

·       Generate and call out intraday reporting for inbound and outbound calling metrics. Collaborate with operations on real-time monitor and schedule adherence to maximize customer SLAs (Service Level Agreements) for call groups.

·       Send out Daily reporting for our communications platforms.

·       Manage all manual Email campaigns via TCN.

·       Ability to meet with prospective clients and convey our technology solution in a clear and concise manner.

·       Assist Daily with manual letter vendor process.

·       Assist with retrieving call recordings, chats, notes and call logs for the Operations and Legal team.

·       The position requires an individual who can work within a team in a highly demanding environment, with strong attention to detail and excellent organizational skills.

·       Ability to communicate clearly and concisely, in both written and oral forms.

Qualifications:

·       Minimum 3 years experience in a call/contact center environment required.

·       Minimum 3 years experience working in the Realtime Analyst role or similar position.

·       Must have dialer management experience and knowledge of at least 3 of the following: TCN, Five9, TalkDesk, Nice, twilio, Dialpad and Genesys.

·       Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management.

·       Configuration of new campaigns: creation, user profiles, worksheets, etc

·       Detail oriented, analytical, and inquisitive.

·       Certification in project management or business administration or similar field.

·       Ability to work independently and with others.

·       Adept at multitasking with great attention to detail.

·       Able to thrive in a fast- paced environment with the ability to pivot quickly and adapt to changing situations and requirements.

·       Demonstrates ability to take initiative and prioritize daily responsibilities.

·       Proficiency in Microsoft's products, specifically Excel, Word, and PowerPoint.