Dialer Specialist

Key Responsibilities

• Configure and optimize dialer settings, including dialing modes, pacing algorithms, and call distribution strategies, to maximize agent productivity and campaign performance.
• Monitor dialer performance metrics, such as dialing penetration, connect rates, and abandon rates, and make adjustments as needed to achieve desired outcomes.
• Coincide with campaign managers, supervisors, and team leaders to set up and launch outbound calling campaigns based on campaign requirements and business objectives.
• Manage calling lists and databases used by the dialer system, ensuring data accuracy, integrity, and compliance with regulatory requirements (e.g., Do Not Call lists).
• Segment calling lists based on campaign criteria, target demographics, and performance metrics to optimize contact rates and campaign effectiveness.
• Ensure compliance with regulatory requirements, including TCPA (Telephone Consumer Protection Act) regulations, DNC (Do Not Call) regulations, and other relevant laws governing outbound calling activities.
• Perform routine maintenance tasks, software updates, and system upgrades to ensure the reliability, availability, and performance of dialer systems.
• Troubleshoot technical issues, system errors, and performance bottlenecks, and collaborate with IT support teams to resolve issues in a timely manner.
• Generate and analyze reports on dialer performance, call outcomes, agent productivity, and campaign effectiveness to identify trends, patterns, and opportunities for improvement.
• Provide insights and recommendations to management based on data analysis and performance metrics to optimize dialer operations and drive business results.

Candidate Qualifications

• Technical Training or Combination of Training and Experience
• 3 years' experience as a Dialer Specialist
• Comfort working with all Microsoft Office tools, especially Excel, Word, and Outlook.
• Basic understanding of data principles.
• Experience with Microsoft SQL Server.
• Demonstrated ability to work on diverse projects simultaneously, requiring detailed analysis, creative/practical problem solving, time management, and sound judgment.
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Ability to work in a fast-paced environment, prioritize tasks, and adapt to changing business needs.