Dialer RTA

Overview:

Key Responsibilities:

• Monitor realtime statistics to ensure adherence to schedules and service level agreements.
• Make realtime adjustments to dialer settings based on call volume and agent availability.
• Analyze historical data to forecast call volume and make proactive staffing and scheduling recommendations.
• Generate and maintain accurate reports on dialer performance and productivity.
• Communicate and collaborate with operations workforce management and IT teams to address any dialerrelated issues.
• Update and maintain dialing lists based on campaign requirements and performance metrics.
• Identify opportunities for process improvements and make recommendations for dialer optimization.
• Conduct regular audits and quality checks to ensure data integrity and compliance with regulations.
• Provide support and training to agents and supervisors on dialer functionality and best practices.
• Assist in the documentation of dialer procedures guidelines and best practices.
• Participate in meetings and discussions related to dialer strategies and performance.
• Ensure adherence to industry regulations and best practices related to dialer operations.
• Proactively identify and troubleshoot dialer system and software issues.
• Collaborate with vendors and support teams to resolve technical issues and implement system upgrades.

Required Qualifications:

• Bachelors degree in a relevant field or equivalent work experience.
• Proven experience in a call center or customer service environment.
• Demonstrated expertise in dialer systems and realtime monitoring tools.
• Strong analytical and problemsolving skills to interpret data and make informed decisions.
• Excellent understanding of call center operations and performance metrics.
• Proficiency in Microsoft Excel SQL or other data analysis tools.
• Ability to work effectively in a fastpaced and dynamic environment.
• Exceptional communication and interpersonal skills to collaborate with crossfunctional teams.
• Detailoriented with the ability to maintain accurate records and documentation.
• Knowledge of regulatory requirements and compliance related to dialer operations.
• Flexibility to work in shifts and adapt to changing business needs.
• Certification or training in workforce management or dialer operations is a plus.
• Experience with outbound dialing campaigns and performance optimization strategies.
• Ability to handle multiple priorities and meet tight deadlines.
• Understanding of call routing principles and best practices.

regulatory compliance,outbound dialing campaigns,dialer performance optimization,documentation,workforce management,report generation,dialer management,data integrity,real-time monitoring,forecasting,sql,rta,training,collaboration,scheduling,problem-solving,microsoft excel,analysis,call center operations,call routing,interpersonal skills