Job Description

The Dialer & Data Analyst will be responsible for managing and optimizing dialer systems. Support account set-up, set up new campaigns, monitor existing campaigns, assist in managing productivity, and ensure operational efficiency. Role will require troubleshooting issues, managing user access, and collaborating on system enhancements. This role includes designing and maintaining reporting, analyzing leading and lagging metrics & KPIs, providing analytics and recommendations for improvement of performance and productivity. Keeping up to date with the internal systems and processes.

• Design, implement, and maintain system monitoring and reporting processes.
• Respond to and resolve dialer system related issues, concerns and breakdowns.
• Manage user accounts (adding/removing users), oversee call recordings, and install required software.
• Plan, execute, report, and monitor call campaigns.
• Track and analyze metrics/ KPIs to identify trends and recommend improvement opportunities.
• Prepare and distribute daily, weekly, monthly, quarterly performance reports and power point presentations.
• Recommend and implement system modifications to enhance security and usability.
• Participate in special projects as required, including system upgrades, process improvements, and cross-functional initiatives.
• Proactively take initiative to identify areas of improvement and provide insights into business impact attributes.
• Intimately familiar with the systems and applications.
• Work closely with cross-functional business stakeholders on data gathering for reporting & analytics.

MAJOR ACCOUNTABILITIES

• Manage dialer systems, set up and maintain multiple call campaigns, set up agents, monitor real time and daily agents’ productivity, and campaign effectiveness reporting.
• Dialer system monitoring for smooth operation including system and agent connectivity, regulatory compliance, and process improvements to enhance efficiencies. Where required, connect with the vendor to resolve issues and system enhancements.
• Tracking, reporting, and analyzing dialer and collections related data, metrics and KPIs to identify trends and improvement opportunities. Create presentation material to include data, analytics, insights etc. for MBRs and QBRs.

DECISION MAKING

• Collaborate with internal stakeholders and end users to identify communication and support needs, recommending and implementing solutions that improve operational efficiency.
• Recommend process improvements and system enhancements based on performance data and user feedback.
• Determine appropriate system configurations and settings to maximize productivity while maintaining quality and compliance with regulation

PROBLEM SOLVING

• Assess and resolve technical issues independently, escalating only when necessary to minimize downtime.
• Analyze call performance data to identify root causes of inefficiencies and implement corrective measures.
• Proactively identify risks and propose solutions for improving system security, compliance, and performance.

• 2+ years’ experience in dialer management and data analytics.
• Solid experience with enterprise cloud communication and contact center platforms, ideally Twilio, Acqueon, Five9, RingCentral, Avaya Cloud Office, and MS Teams; familiar with video/audio conferencing tools like Zoom, Webex, and Teams Rooms.
• Proficient in troubleshooting and supporting telephony systems, collaboration tools, and meeting room technologies, both onsite and remotely; able to diagnose, maintain, and train users on supported systems.
• Strong communication and interpersonal skills with the ability to interact professionally and clearly with users; capable of translating technical concepts into user-friendly language.
• Technically proficient, self-motivated, and collaborative, with a proven ability to apply technology solutions to business needs and work effectively in a team environment.
• Strong understanding of telecommunications protocols and practices in call center environments.
• Dialer administrator experience with Five9, Twilio, Acqueon, Ring Central, Avaya is considered an asset.
• Must be a team player and work well in a dynamic environment.
• A curious and proactive, “can-do” attitude.
• Self-motivated to take initiative to explore alternatives and ideas for continuous improvement.
• Hands-on experience with dialer systems, telephony systems, voicemail, IVR, SMS, Call queue management, data analytics, analytical tools - MIS, Excel, Python, SQL, Power BI.