Dialer Management Specialist

Business Unit: IT Department.

Reporting to: IT Technical Account Manager.

Job Purpose:

• The chosen candidate will be Managing an automated system(Dialer) for distributing outbound calls for the agents on the floor through controlling multiple parameters to achieve the COPC standard utilization and occupancy targets.

Job Responsibilities:

• Initiating the Dialers at the beginning of the shift to ensure business continuity.
• Proactive reporting of the Strength and weakness on the dialer performance that can potentially maximize Occupancy/revenue or cause problems/crisis within the appropriate actionable time frame.
• Uploading the data to be dialed on the Dialers based on the forecasted workforce to maintain stability.
• Implementing the Dialers pacing module through analyzing client requirements to ensure productivity and client satisfaction.
• Validating and reporting Dialers related problems to the Information Technology and Service Delivery departments.
• Recycling through the algorithm to extend the life cycle for the database.
• Applying setup modifications on Dialers upon operations request.
• Understanding of Compliance with legal requirements through analyzing information and tracking trends to ensure maximizing clients satisfaction.