Dialer Administrator I

-Create and maintain new and existing dialer campaign items (selections, jobs, calling lists, strategies)  to ensure business initiatives  are implemented as designed, and executed efficiently

.• Review and analyze campaign results and adjust to provide maximum performance on outbound initiatives.

-Oversee omni channel vendor platforms – execute on daily vendor strategy and monitor for completion.

• manage outbound performance based on real time monitoring and historical reporting; provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators

• Assist in the planning, implementation, maintenance, and monitoring of all Genesys CX Dialer systems

• Provide support to Dialer management with analyzing collection trends.  This includes the ability to produce, understand, and analyze efficiency or gap reports to recommend process changes/updates

• Track key performance indicators, generate and distribute dialer reports to operations

• Maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours

• monitor inbound queues and update agents skills to ensure inbound queue metrics meet business standards –work closely with workforce management to ensure inbound queues are monitored closely and staffed accordingly