Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We’re looking for a detail-oriented Dialer Administrator to manage our in-house dialer system, monitor vendor productivity, and drive workforce efficiency.
The Dialer Administrator plays a critical role in supporting the business to achieve the customer contact goals by administering the in-house dialer including system configuration, execution of daily dialer strategy, monitoring performance, and reporting.
In addition to dialer administration, this position will support intraday workforce management processes as needed. This role is also responsible for monitoring and adjusting early-stage inbound call allocation between our vendors and client.
As Dialer Administrator, You Will…
• Be in charge of dialer administration including opening/closing processes, intraday monitoring of dialer performance, execution of daily dialer strategy, and publishing of reports.
• Track Intraday inbound call volume and allocation change requests.
• Provide front-line support for system and operational issues affecting operations, including issue tracking and resolution.
• Hold meetings with operations leaders to discuss productivity concerns or positive trends.
• Monitor agent dialer schedule adherence and follow up with management/agents to ensure maximum staffing.
• Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.
As Dialer Administrator, You Need…
• A minimum of 2-4 years of call center experience (auto finance collections preferred), including dialer administration and WFM system configuration.
• An Associate Degree or equivalent experience.
• Knowledge of dialer and WFM system configuration and administration.
• The ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• An adapting approach & demeanor in real-time to match the shifting demands of different situations.
• The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Excellent communication skills; listening, verbal, and written.
• A resourceful team player mindset, excelling at building trusting relationships with customers and peers.
• A results-driven achiever with exemplary planning and organizational skills.
• Self-confident attitude and positive demeanor.
• The ability to cope well with change and comfortably adapt to new situations.
• Proficiency in Microsoft Office with a focus on Excel, Access, and PowerPoint.
