Dialer Administrator

Role & responsibilities

Troubleshooting and Issue Resolution:

• Identify and diagnose issues with dialer systems, including call routing, lead distribution, campaign settings, and data integrity.
• Resolve technical problems reported by users, providing timely solutions and workarounds.
• Analyze error logs and system performance metrics to pinpoint root causes.
• System Administration and Configuration:
• Configure and manage dialer settings based on client requirements, including campaign creation, dialing strategies (predictive, progressive, etc.), and call filtering.
• Implement updates and patches to the dialer software.
• Monitor dialer performance and make necessary adjustments to optimize call flow and agent productivity.
• User Support and Training:
• Provide training to call center agents on dialer features and functionalities.
• Assist users with basic dialer operations and answer technical queries.
• Document user guides and knowledge base articles for future reference.
• Reporting and Analysis:
• Generate reports on dialer performance metrics like call volume, connect rates, agent productivity, and campaign effectiveness.
• Analyze data to identify trends and areas for improvement.
• Communicate key insights to stakeholders regarding dialer performance

Preferred candidate profile

• Technical Expertise:Strong understanding of dialer systems (e.g., Genesys, Avaya, Five9) and related technologies like CRM, VoIP, and databases.
• Problem-solving:Ability to diagnose complex technical issues and develop effective solutions.
• Communication:Excellent written and verbal communication skills to interact with users, technical teams, and management.
• Analytical Skills:Data analysis skills to interpret dialer metrics and identify performance trends.