About the role
Job Responsibilities:
- Real-time monitoring of outbound/inbound dialing, importing dialer lists, starting/stopping campaigns, activity communication, adjusting dialing pace, flagging agent behavior to leadership, and ensuring all metrics remain within acceptable ranges
- Develop and maintain pieces of the dialer system across multiple applications, agent profiles and assignments to contact list criteria, and build parameters
- Daily input of all scheduling adjustments in the Workforce Management system.
- Regular collaboration with operations leadership and balancing internal goals
- Auditing of dialer settings and maintaining compliance with all regulatory restrictions, internal and external
- Timely response to questions, requests, and issues from multiple departments across all platforms.
Required Skills:
- Advanced knowledge of web-based software applications, LiveVox dialer system, MS Excel.
- Analytical skills in a high-pressure, time-sensitive environment
- Flexible hours including after-hours/on-call responsibilities
- Strong problem-solving techniques to evaluate criteria and obtaining results on matters of significance to the business Direct experience in report analysis and providing data driven suggestions