Dialer Specialist

Job Description:

• Oversee and manage the dialing system to ensure smooth functioning and efficient call routing for agents.
• Monitor and analyze data to ensure accurate and up-to-date contact lists for effective outbound campaigns.
• Optimize dialing campaigns to increase the connect rate, reduce dropped calls, and maximize agent talk time.
• Ensure compliance with all relevant regulations, including TCPA, DNC, and other dialer-related legal requirements.
• Analyze call center performance metrics related to dialer activities and suggest improvements to increase productivity.
• Generate and present regular reports on dialer performance and campaign outcomes to the management team.
• Collaborate with quality assurance teams to monitor call quality and provide feedback for continuous improvement.
• Identify and resolve dialer-related issues and technical problems promptly.

Quality Improvements:

• Continuously analyze and refine dialing strategies to minimize agent idle time and increase contact rates
• Implement strategies to ensure the accuracy and cleanliness of contact lists, reducing wrong numbers and disconnected calls.
• Regularly monitor calls to identify areas of improvement and provide constructive feedback to agents.

Job Requirements:

• Proven experience in call center or contact center operations, with a focus on dialer management.
• In-depth knowledge of dialer systems and related technologies.
• Familiarity with call center metrics and key performance indicators (KPIs).
• Strong analytical and problem-solving skills to identify and address dialer-related issues.
• Excellent understanding of regulatory requirements related to dialer operations.
• Effective communication and interpersonal skills to collaborate with teams and provide feedback to agents.
• Ability to multitask and handle multiple dialer campaigns simultaneously.
• Detail-oriented with a commitment to accuracy in data management and reporting.
• Experience with quality assurance processes and call monitoring is a plus.
• Proven track record of driving process improvements and achieving performance targets.

• Skills/ Functional Competencies
• Time Management
• Communication
• Problem-Solving
• Data Analysis
• Technology Savvy

• Knowledge (Qualifications and Experience)

Very Good in Excel

Qualification(s): Any graduate

Experience: 2+ years of experience in call center operations (RTA or dialer) and 1+ Years exp in same role (RTA or Dialer).