POSITION PURPOSE

The Dialer Coordinator is responsible for the execution and maintenance of company-wide predictive dialer campaigns and for the creation and administration of dialer reports and creating effective dialing strategies while maintaining acceptable abandonment rates on all call traffic. The administration of all dialer programs including but not limited to Livevox, TCN and InConcert. Also responsible for dialing team scheduling to ensure phone coverage.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Dialer operation: Start-up/Shutdown
• Campaign building/enhancements (as per Business Operations Requirements)
• Manage all dialer behavior at interval level across the day
• Manage KPI’s related to service level
• Minimize non-revenue generating behaviors (not ready/idle)
• Monitoring and reporting of campaign results.
• Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals

• Assists with analysis to interpret operational trends and aid in creating recommendations for possible improvement of strategies based upon expected levels of performance
• Managing background calling parameter
• Develop, analyze and distribute agent statistics and identify trends to help determine the need for strategy changes and/or training
• Development of new campaigns based on analysis of data to achieve objectives, maximize positive results and perfect dialer performance
• Ensure appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume
• Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies
• Responsible for development, testing, implementation and production of daily business reporting
• Completes regular Quality Assurance monitoring of the dialer systems and processes
• Ensures FDCPA, TCPA, HIPAA, Company, Federal and State compliance requirements are being met
• Helps identify and implement process improvements
• Serves as liaison between PMS and dialer vendors
• Researches new vendors and helps with implementation of new products
• Works closely with Managers, Operations and Information Technology personnel
• Effective communication verbal and written skills, excellent time management and organizational skills, attention to detail and problem solving skills and demonstrated analytical competencies
• Other duties as assigned

PERFORMANCE MEASUREMENTS

• Performance will be measured by the call center statistics of all inbound/outbound call traffic as well as employees phone production analysis along with communication with management in regards to strategy recommendations and interpreting reports
• Great attendance is a must.

KEY INDICATORS

• Abandonment rates
• Idle/wrap up time
• Report creation and interpretation        

QUALIFICATIONS

• Must have High School diploma or equivalent
• 2-3 years of call center experience operating, maintaining and strategizing dialer systems and campaigns
• Working knowledge of desktop computers and MS Office product tool suite
• Knowledge of FDCPA, FCRA TCPA and HIPAA

Skills/Abilities:                                                     

•               Ability to work under pressure and react quickly

•               Analytical skills, ability to identify problem areas and identify solutions; trend analysis

•               Attention to detail with focus on quality and accuracy

•               Team motivated and goal driven

•               Ability to learn quickly

•               Ability to effectively communicate with management

•               Good attendance habits

LOCATION: West Covina, CA