Job
Description
Role Overview: IntouchCX is seeking a detail-oriented Dialer Administrator to manage the in-house dialer system, monitor vendor productivity, and enhance workforce efficiency. As the Dialer Administrator, you will play a crucial role in supporting the business to achieve customer contact goals by administering the dialer system, monitoring performance, and facilitating daily dialer strategies. Key Responsibilities: - Manage dialer administration tasks including opening/closing processes, monitoring dialer performance, executing daily strategies, and generating reports. - Track Intraday inbound call volume and manage allocation change requests. - Provide front-line support for system and operational issues, including tracking and resolving issues. - Conduct meetings with operations leaders to address productivity concerns or positive trends. - Monitor agent dialer schedule adherence and collaborate with management/agents to ensure optimal staffing. - Participate actively in coaching and development sessions to enhance individual and team performance. Qualifications Required: - Minimum of 2-4 years of call center experience, preferably in auto finance collections, with expertise in dialer administration and WFM system configuration. - Associate Degree or equivalent experience. - Proficiency in dialer and WFM system configuration and administration. - Ability to tackle new challenges with urgency, energy, and enthusiasm. - Adaptive approach to match the demands of different situations. - Strong problem-solving skills to interpret complex information and resolve issues effectively. - Excellent communication skills (listening, verbal, and written). - Team player mindset with a focus on building trusting relationships. - Results-driven achiever with exemplary planning and organizational skills. - Self-confident attitude and positive demeanor. - Ability to adapt to change and new situations comfortably. - Proficiency in Microsoft Office, particularly Excel, Access, and PowerPoint. Role Overview: IntouchCX is seeking a detail-oriented Dialer Administrator to manage the in-house dialer system, monitor vendor productivity, and enhance workforce efficiency. As the Dialer Administrator, you will play a crucial role in supporting the business to achieve customer contact goals by administering the dialer system, monitoring performance, and facilitating daily dialer strategies. Key Responsibilities: - Manage dialer administration tasks including opening/closing processes, monitoring dialer performance, executing daily strategies, and generating reports. - Track Intraday inbound call volume and manage allocation change requests. - Provide front-line support for system and operational issues, including tracking and resolving issues. - Conduct meetings with operations leaders to address productivity concerns or positive trends. - Monitor agent dialer schedule adherence and collaborate with management/agents to ensure optimal staffing. - Participate actively in coaching and development sessions to enhance individual and team performance. Qualifications Required: - Minimum of 2-4 years of call center experience, preferably in auto finance collections, with expertise in dialer administration and WFM system configuration. - Associate Degree or equivalent experience. - Proficiency in dialer and WFM system configuration and administration. - Ability to tackle new challenges with urgency, energy, and enthusiasm. - Adaptive approach to match the demands of different situations. - Strong problem-solving skills to interpret complex information and resolve issues effectively. - Excellent communication skills (listening, verbal, and written). - Team player mindset with a focus on building trusting relationships. - Results-driven achiever with exemplary planning and organizational skills. - Self-confident attitude and positive demeanor. - Ability to adapt to change and new situations comfortably. - Proficiency in Microsoft Office, particularly Excel, Access, and PowerPoint.
