• Dialer Administrator

    Job Location(s) US-IL-Schaumburg
    Posted Date 2 weeks ago(7/9/2018 3:48 PM)
    Job ID
    2018-1383
    Subsidiary
    Ceannate
    Category
    Information Technology
  • Overview

    Responsible for the initiation, monitoring, and completion of system tasks on the Dial Connection dialer platform that primarily includes creating, scheduling and monitoring of dialer campaigns. Coordinate with Operation Management teams in creating a dialer campaign schedule and execution of the dialer schedule. Provide analytic reports on the campaigns and campaign strategy. Acts as the first liaison of support for all dialer issues encountered by agents. 

     

    This is a full-time, permanent position.

    • Benefits include the following:
    • Up to thirteen (13) days of Paid Time Off during your first year
    • Six (6) holidays and four (4) floating holidays per year
    • Employee health benefits (medical, dental, vision), 401K, STD/LTD, and life insurance

    Responsibilities

    Tasks:

    • Creation and documentation of processes and procedures relating to the dialer.
    • Gain a complete understanding of Dial Connection’s system functionality and how the systems are utilized today so that ongoing support of the platform can be administered.
    • Consult with Operation Management teams and become educated on current strategies and call flows and how they relate to the dialer.
    • Translate strategies into predictive, non-predictive and IVR dialer campaigns.
    • Monitor and manage inbound queue performance.
    • Provide and track KPIs on campaign, service, and agent performance.
    • Manage agent utilization and campaign productivity to ensure efficiency and effectiveness of calling efforts.
    • Work with operations to ensure that FMS remains compliant with client SOPs, Service Level Agreements, and other contractual obligations.
    • Provide Dial Connection application support to all levels of users for call center environment; works closely with next tier of Support to ensure all requests are completed properly in a timely manner.
    • Coordinate with Dial Connection Support in identifying issues and resolving issues in a timely manner.
    • Testing, documentation, and troubleshooting of dialer processes, programming changes, and software upgrades before they reach production.
    • Perform routine maintenance of all user IDs in Dial Connection database.
    • Continued training and development in all facets of FMS and systems; educating users on system functionality while understanding overall goals and objectives of each department.
    • Additional duties as assigned

     

    Attributes:

    • Written Comprehension - The ability to read and understand information and ideas presented in writing.
    • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
    • Effective Communication Skills - The ability to communicate with other people in a manner, which leads to the accomplishment of the goal or task at.
    • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Teamwork – The ability to lead or follow others as appropriate in order to most effectively accomplish the goal or task at hand.
    • Strong working knowledge of all Microsoft Office suite programs and Microsoft operating systems.
    • Excellent time management and organizational skills.
    • Strong problem solving and analytical skills; able to think outside of the box, on a consistent basis.
    • Ability to work independently (as well as within a team environment) and unsupervised.
    • Ability to work a flexible day schedule required; including Saturday rotation and occasional evenings.
    • Aptitude for technology – Be able to discuss ideas related to technology and understand basic concepts of coding, servers and data flow.

    Qualifications

    Experience and Education:

    • Associates degree and (1) year experience is required. Candidate may substitute two (2) years’ experience with call center dialing technologies and methods.
    • One (1) year plus experience with personal computing architectures and Microsoft Office Suite including Excel and Access.
    • Knowledge in T-SQL and SQL functions
    • Previous experience in collections environment is a plus.
    • Working conditions are normal for an office environment.
    • The position requires a minimum of 40 hours per week and flexibility in scheduling.
    • May require travel to all offices.

     

    Terms and Conditions:

    • Posting end date for this job is subject to change based on the discretion of the hiring manager.
    • Current Employees: Please make sure you are applying through the internal portal. The link should be listed on the SharePoint website under Careers. If you apply through this page, your application will be denied.

     

    Background Requirements:

    • Drug Test
    • Criminal Background
    • No Defaulted Student Loans
    • Employment and Education Verification
    • Professional References Required
    • Security Clearance - Public Trust
    • Background Investigation & Fingerprint Check
    • Male applicants born after 12/31/1959 must have registered for the Selective Service System.
    • For more information, visit the agency's website at www.sss.gov.
    • Sensitivity for this role is 6C.
    • You must be a citizen of the United States to be eligible for this position.

     

     

    Ceannate Corp is an Equal Opportunity/Affirmative Action Employer
    Minority/Female/Disability/Veteran

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