The Dialer Administrator is responsible for the day-to-day execution and monitoring of our outbound dialing platforms. This role ensures that data files are processed correctly, campaigns are running efficiently, and agents are properly supported. You are the “eyes and ears” of the dialer, catching anomalies in real-time and ensuring the business stays compliant and productive.

Key Responsibilities: 

• Daily File Management: Execute and spot-check the delivery of four daily files; identify anomalies compared to historical data and trigger system ingestions once resolved.
• Intraday Monitoring: Monitor “Kill Lists” and half-hourly data deliveries; communicate directly with Data Services to resolve delays.
• Campaign Maintenance: Create and edit campaigns as directed by the Strategy Team to ensure account segmentation is accurate.
• Agent Support: Handle agent onboarding, skilling, password resets, and basic troubleshooting.
• Real-Time Exceptions: Monitor agent thresholds (Excessive ACW, Long Breaks) and report exceptions to Team Leaders via Slack in real-time.
• Compliance Research: Conduct thorough research into JIRA tickets regarding call logs, audio requests, and ad-hoc account research (e.g., “Why was this account not attempted?”).
• Reporting: Maintain the Strategy Tracker, Start/Stop Tracker, and deliver End-of-Day reports to all relevant business units.

Requirements

Requirements:

• Experience: 2–4 years of experience in a call center environment, preferably in dialer administration, WFM, or collections.
• Technical Skills: Proficiency with JIRA, Slack, and dialer platforms (e.g., Five9, Genesis, or Noble).
• Detail Oriented: High level of accuracy in data entry and a “detective” mindset for researching account-level discrepancies.

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