Job Requirements
About the Role
The Dialer Manager – Cross Sell eBranch is responsible for overseeing the daily operations of the inbound/outbound call center dialer system. This role ensures real-time management of dialer functionalities, database uploads, and telecom line optimization to maximize customer connectivity and agent productivity. The position plays a critical role in enhancing campaign performance and operational efficiency within the Retail Asset business.
Key Responsibilities
Primary Responsibilities
- Manage the end-to-end functionality of the outbound call center dialer in real time.
- Upload and manage customer databases within the dialer application.
- Monitor and optimize database tables based on campaign connectivity performance.
- Analyze pacing ratios to control agent idle time and reduce call drop-offs.
- Manage telecom infrastructure by recommending and switching between GSM, PRI, and SIP lines to enhance connectivity and efficiency.
Secondary Responsibilities
- Utilize advanced dialer features to improve customer connectivity rates.
- Analyze call patterns to identify peak and non-peak hours, optimizing campaign scheduling for maximum reach.
What We Are Looking For
Education
- Bachelor's degree in a relevant field is preferred.
Experience
- Proven experience in managing outbound dialer systems and telecom infrastructure.
- Experience in a call center or customer service environment is highly desirable.
Skills and Attributes
- Strong team player with excellent collaboration skills.
- Demonstrated technical proficiency in dialer and telecom systems.
- Ability to analyze data and optimize operational performance.
- Effective time management and real-time decision-making capabilities.
