Dialer Management Specialist

Job Description GET TO KNOW ALORICA At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe. Basic Function Responsible for a variety of duties in support of the dialer system in accordance with departmental guidelines and operation needs; setup dialer to the proper specifications once dialer campaigns are decided; as directed, create and apply filters and sort criteria in order to maintain a high level of productivity; assist in resolving basic, routine dialer issues by identifying issues and researching in a timely manner, following research through to resolution; prepare routine reports, as required. Major Job Accountabilities Dialer Functions - Responsible for a variety of duties in support of the dialer system in accordance with departmental guidelines and operations need • Setup dialer to the proper specifications according to dialer campaigns • Create and apply filters and sort criteria as directed in order to maintain a high level of productivity • Review performance statistics to make recommendations to improve performance. Inform Managers of substandard productivity to discuss recommended changes. • Monitor performance metrics to ensure that the highest level of productivity is achieved from a list/lead management perspective. • Provide feedback on dialer performance, providing suggestions for improvements to management • Assist in developing and documenting processes and procedures for dialer administration Research Assistance - Assist in resolving basic, routine dialer issues by identifying and researching issues • Monitor process research through to resolution escalating to supervisor when applicable • Develop an excellent working relationship with internal contacts • Respond to requests for dialer reports or other information Team Interfaces - Establish and maintain a professional relationship with team members and department contacts. • Cooperate with team members to meet goals or complete tasks • Escalate work flow and communication issues to supervisor Related Duties as Assigned - • The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents • Consequently, job incumbents may be asked to perform other duties as required • Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above • Please contact your local Employee Relations representative to request a review of any such accommodations. Qualifications KNOWLEDGE, SKILLS, AND ABILITIES Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job. Knowledge Basic principles of database operation Basic principles and practices of the industry Customer service principles and practices Basics of report preparation Departmental operating policies and procedures Skills and Abilities Establish and maintain cooperative working relationships Deal tactfully and courteously with clients Ability to interact with employees at all levels Follow oral and written instructions Manage multiple concurrent tasks Good verbal and written communication skills Ability to develop and maintain strong relationships and teamwork with co-workers MINIMUM QUALIFICATIONS Applicants for this job will be expected to meet the following minimum qualifications. Education High school diploma or GED required. Experience Minimum 1 year operations experience required. Minimum 1 year dialer experience and statistical analysis preferred. Other Basic knowledge of MS Word, and Excel required. We are only considering candidates and hiring for this position in the following states: Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia. Equal Opportunity Employer - Veterans/Disabled