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.