Overview

Summary of Responsibilities:

    The Dialer Administrator II shall be responsible for recommending, supporting, and implementing departmental initiatives for both the front and back end operations.

Essential Functions:

  • Support and implement departmental initiatives for both the front and back end operations.
  • Monitor day to day operations and escalate any issues to management.
  • Verify call routing logic for all departments from the toll free numbers and IVR to detect possible call routing failures, invalid message scripts, and ensure overall call routing efficiency.
  • Facilitate and operate the Aspect Predictive Dialer System.
  • Create and modify ALM Scripts to automate repetitive steps to ensure consistency and efficiency.
  • Assist with mentoring of co-workers and fill in as a manager as needed.
  • Analyze and identify areas of improvement for both the front and back end operations.

Other Functions:

  • Special projects as requested
  • Performs other duties as assigned

Requirements:

  • Bachelor’s degree preferred; equivalent combination of education and experience may be substituted in lieu of degree.
  • Five (5) + years of call center environment experience.
  • Four (4) + years of Aspect UIP (version 6. 5 or higher) and ALM.
  • Relevant SC experience may be substituted for some of the requirements.
  • Advanced knowledge of Microsoft Excel, Microsoft Word and Microsoft Access.
  • Ability to maintain confidentiality.

Working Conditions:

  • Overtime work may be required throughout the year
  • Shifts and/or schedules may change throughout the year as dictated by management and business needs
  • May be required to lift, push, or pull materials weighing up to twenty (20) pounds.
  • May be required to sit and review information on a computer screen for long periods of time.
  • May require repetitive motions of the hands and wrist related to writing and typing at an electronic keyboard.
  • Corporate / satellite office role.