Dialer Administrator

Job Summary

As a Dialer Administrator, you will provide day-to-day administration and support to analyze, troubleshoot, and develop operational functions of the Contact Center platform that include the Five9 dialer, ACD blending, Omnichannel functions, IVR scripting, and responding to tickets.  You will assist with the development of Omnichannel, IVR, and dialer interaction for a high-volume contact center.

The position is responsible for developing a deep and comprehensive understanding of multiple platforms, including predictive, preview, and automatic outbound dialing applications, inbound ACD (automatic call distribution), Omnichannel communication, call list management, and testing for compliance.  There is a focus on creating efficiency and effectiveness in systems management and performance, blending strategy and customer experience technology.

Key Responsibilities

• Support the development of the Five9 platform as an SME for inbound/outbound, Omnichannel strategies.

• Support the daily list management process and load balancing from various CRM systems based on defined strategies to include omnichannel strategy analytics.

• Establish a working relationship with internal and external business partners to resolve critical enhancements, performance and downtime issues impacting the contact center.

• Develop expertise in the function and capabilities in multiple contact center systems.

• Ensure system readiness each day of production reducing outages or delays to business processes.

• Support the optimization outbound campaign technology attributes to ensure company and regulatory compliance.

• Regular analysis of campaign results and call center KPI's to create optimization of existing strategies using the Five9 platform.

• Support business growth with technology and strategy improvements in conjunction with company goals.

• Monitor controls to ensure TCPA, state and federal regulatory guidelines while working with internal audit and compliance teams, including Ancora’s Media Compliance Handbook, when required.

• Optimize call flows, ensuring adherence to defined company KPI's for both Customer Service and Sales.

• Schedule flexibility, especially during the launch of new projects or the deployment of new software updates to the organization.

• Develop expertise to create and establish improved agent experience opportunities with Five9 Omnichannel customer communication.

Experience and Education Required

• Awareness of omnichannel strategies for outbound contact to include IVR, SMS, Email, and Chatbot

• Experience in Five9, MailChimp, Google, and basic ticketing systems

• 2 years of experience in a contact center environment

• Demonstrated knowledge and understanding of call center KPI metrics 

• Knowledge and understanding of call center compliance and controls TCPA, state and federal regulatory guidelines, and Ancora’s Media Compliance Handbook

• Excellent time management and organizational skills

• Strategic and independent thinker 

• Strong problem-solving and analytical skills with attention to detail 

• Proficiency with Google suite

•  A solid work ethic, high integrity, positive attitude, and strong attention to detail

Experience and Education Preferred

• Experience in customer service preferred, 1 year of previous experience in a dialer administration/analyst/development role

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  Prolonged periods sitting at a desk and working on a computer.

Work Environment  

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is usually not exposed to weather conditions.  The noise level in the work environment is usually moderate. 

Note

This is not necessarily an exhaustive list of all responsibilities, skills, duties, or requirements associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or require that other or different tasks be performed when circumstances change. 

I have read and understand the above job description.  I further understand that this is not an all-inclusive list and does not constitute a contract.  My employment remains at will as with all employees of Ancora Education.