“Roles & Responsibilities:
1. Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are
penetrated efficiently and effectively to meet established business goals and client scorecard
parameters
2. Implement a comprehensive dialing strategy based on analytics which encompasses manual,
preview and predictive dialing campaigns in combination with attended messaging and blast
campaigns.
3. Develop, analyze and distribute agent statistics and identify trends to help determine the need for
strategy changes and/or training
4. Optimize daily performance on the Dial Connection Telephony platforms and ensures appropriate
staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact
volume
5. 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
6. Manage dialer performance metrics to world class standards including service levels, occupancy
and call routing to ensure KPI's are surpassed
7. Executing dialer strategy for multiple departments
8. Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively
including left messages via human or virtual
9. Responsible for development, testing, implementation and production of daily business reporting
10. Completes regular Quality Assurance monitoring of the dialer systems and processes
11. Ensure State/Country compliance requirements
12. Functions as primary point of contact to dialer strategies (sales) and advocate for team strategic
insight, results and makes recommendation for process/system changes
13. Identifying and implementing process improvements.
14. Effective communication verbal and written skills, excellent time management and organizational
skills, attention to detail and problem solving skills and demonstrated analytical competencies”