Dialer Analyst

Location:

AZ, Tempe

Job type:

Permanent

Job Description

Job Description Summary

The Dialer Analyst position will serve as an application subject matter expert on dialer related projects, and serve as a consultant to the business on improving dialer effectiveness. This position will be responsible for managing and administering the Dialer (Five9 and AVAYA ) functionality as well as productivity reporting. In addition, this person will assist the Real-Time Monitoring Analyst with multiple lines of business to ensure all performance indicators are achieved while ensuring call center expectations and goals are met. This person will work with other departments within the call center to make sure that leadership and IT are aware of any issues that maybe occurring. Monitors the workforce and reports any outliers or unusual activities.

Requirements

Minimum Qualifications & Abilities:

 Education: Minimum qualifications high school diploma (or GED) required.

 Required Work Experience:

  • 3 + years’ experience with administering outbound dialer functionality, data analysis and trending.
  • Minimum 6 months’ Workforce experience preferred Workforce Management applications and reports, including Real Time Adherence (RTA) .
  • Previous experience working on Campaign Management
  • Knowledge and proper execution of Outbound Compliance Policies
  • Demonstrated ability to conduct data analysis using good judgment and logical reasoning.
  • Ability to multi-task in a fast-paced environment.
  • Demonstrated ability to work in a team environment with good relationship building skills.
  • Good oral and written communication skills.
  • Willingness to work outside normal business hours as necessary, especially during critical issue resolution and to achieve project milestones.
  • Able to interact professionally with peers, SMEs, developers, and management
  • Self-starter
  • Strong working knowledge of call center technology, and strong skills in conducting systems analysis and in troubleshooting
  • Previous experience working with outbound sales calls experience preferred.

Responsibilities

 

  • Functions as primary point of contact to our dialer strategies, advocate for team strategic insight, results and makes recommendation for process/system changes.
  • Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively using preview and non-preview campaigns.
  • Manage dialer performance metrics including service levels, occupancy and call routing to ensure KPI's are surpassed.
  • Strategize, execute and manage dialer strategy for multiple teams/departments to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters.
  • Develop, analyze and distribute agent, campaign and system statistics to identify trends to help determine the need for strategy changes.
  • Optimize daily performance on the Five9 and AVAYA platforms and ensures appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume
  • Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies 
  • Monitor the network and computing platforms 24x7 for availability, performance, capacity and potential threats from internal and external networks.
  • Ensure real time inbound and outbound staffing levels are met through maintaining campaign statistics, campaign strategy, campaign scheduling, and agent performance based on program targets provided.
  • Assist management with scheduling and forecasting and provide real time schedule adjustments and staff analysis based on established call volume standards and employee attendance and schedule deviations.
  • Partner with other members of the Real Time Analysis Team as necessary to continuously improve team performance Leverage network, security, and platform monitoring tools to identify/ detect outages, pre-failure warnings, hardware failures, performance issues, capacity issues, virus attacks, network attacks, intrusions and other forms of threats to FTI’s information assets.
  • Resolve detected alerts (events) independently or by working with other Infrastructure/Application technical teams to establish remediation plan.
  • Detect high-severity network or security incidents, and partner with other technical teams until the incident is fully resolved. Update network diagrams and manage network management tools.
  • Provide root cause analysis and provide trending report.
  • Perform reporting for network and voice performance and capacity. Partner with assigned client groups to improve monitoring and remediation practices.
  • Other duties as assigned. 

Physical Requirements:

  • Occasionally requires lifting as appropriate to perform duties and responsibilities.

 

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability
Working Conditions

  • Willingness to work outside normal business hours as necessary, especially during critical issue resolution and to achieve project milestones.