Dialer Specialist

The Dialer Analyst will be responsible for daily management of the phone system including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center.

Description

• Oversee the configuration, optimization, and troubleshooting of dialer systems.
• Monitor the performance of the dialer software and adjust settings to maximize conversion and agent efficiency.
• Ensure the dialer system is in compliance with regulatory requirements, including the Do Not Call (DNC) list and other telemarketing regulations.
• Supervise and lead a team of dialer agents, providing guidance and support to ensure high performance and productivity.
• Train new dialer agents on the effective use of the system, call strategies, and compliance procedures.
• Provide regular feedback, coaching, and performance reviews for team members.
• Track key performance indicators (KPIs) such as call volume, penetration, contact rates, and conversion rates.
• Generate and analyze reports to identify trends and areas for improvement in dialing processes.
• Implement strategies to improve dialing efficiency and lead engagement.
• Serve as the primary point of contact for technical issues related to the dialer system.
• Collaborate with IT or technical support teams to resolve system errors and ensure minimal downtime.
• Regularly update and maintain the dialer system to ensure smooth operations.
• Monitor the distribution of leads to ensure that they are assigned effectively to agents based on priority and workload.
• Implement strategies to prioritize high-value leads and optimize lead flow.
• Work with the onshore & business teams to align on dialing strategies.
• Ensure that the dialing process adheres to industry regulations and company policies.
• Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals
• Ensure adequate staffing levels and minimize organizational risks.
• Analyze dialer-output data to identify potential problems and issues
• Run payment report regularly
• Configuration of new campaigns: creation, user profiles, worksheets, etc
• Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, other Federal Laws, OFFCOM etc.
• Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS

Responsibilities for Internal Candidates

• The candidate will have a strong personality and experience managing call center technology and in workforce management, the ability to think outside the box is crucial. Must be a team player with strong interpersonal skills
• Develop and optimize staffing resources
• Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
• Understand technology systems and create viable dialing campaigns to achieve departmental objectives
• Partner with business leaders to develop new functionality to improve the borrower and agent experience
• Collaborate with internal and external partners to maximize the achievement of business goals
• Lead and mentor team members in building out the Analytics function completing required training and certifications
• Work collaboratively with regional and global partners in other functional units; ability to navigate a complex organization
• Excellent project management and organizational skills and capability to handle multiple projects at one time
• Proficient in MS Office applications (Excel, Word, PowerPoint)
• Knowledge in area of focus
• Nice to have – First-hand experience in US/UK consumer collections operations
• Experience on AWS Dialer Platform will be an added advantage

Qualifications for Internal Candidates

Minimum of 2 years as Dialer Specialist

Job Type: Full-time

Pay: Up to Php45,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Paid training

Experience:

• Dialer Specialist under BPO: 2 years (Preferred)

Work Location: In person