Dialer System Tech Team Lead

The Dialer Team Lead is responsible for the daily support and operation of the collections outbound dialer. This includes monitoring staffing levels, dialer metrics, telephone inventory management, research and troubleshooting dialer performance issues. This person will be responsible for executing dialer strategies as directed, while making real-time adjustments to increase performance results or based on management feedback. ACCOUNTABILITIES DIALER PERFORMANCE Communicates and directs leadership and staff regarding workflow Effective utilization and management of the predictive outbound dialer Maintains systems issues logs Meet or exceed assigned productivity measurements Resolves escalated customer concerns/issues professionally and conducts follow-up as needed Utilizes dialer databases to monitor dialer/agent activity and gather account information Works as a liaison with other departments to trouble shoot system problems and resolve issues. SUPPORT PROJECTS Handles inquiries from agents, leadership and other internal business partners Performs other related duties as designated by manager Assists leadership in developing case study presentation for process improvement Documents all processes created for analysis work that can be entered into various required applications Looks for reporting gaps within department and partners with leadership to recommend possible solutions GAP ANALYSIS AND SOLUTION RECOMMENDATION Utilizes queries, scripting functionality and other data mining tools to help identify process or technology gaps within department Analyzes data results and submits thoroughly documented findings and recommendations for alleviating gaps within department REPORT PRODUCTION Tracking statistics of dialer and collector performance Maintains metric drivers for manually processed reports Maintains an electronic catalog of all scripts and queries for supporting the business Provides additional reporting as needed QUALIFICATIONS REQUIRED Fluency in all Microsoft Office applications High School Diploma Proven ability to multi-task and prioritize workload Some previous experience or education Ability to work independently and meet deadlines Detail oriented and possesses strong problem solving skills PREFERRED Some College Course certifications or clearly demonstrated proficiencies in Microsoft Applications (including Excel, Word, Access, Visio, Powerpoint). Skilled in SQL Server is also a plus Datachoice Strong technical skills including a basic understanding of telephony, and SQL databases Special Requirements Regular attendance is required Must be able to work a flexible schedule. Hours based on business needs


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