Call Center Dialer Support

Digital Media Solutions
Clearwater, Florida
Jun 14, 2018
Jun 15, 2018
Digital Media Solutions is looking for a Call Center Dialer Support person to work with our Best Rates Referral, Mortgage Division in our Clearwater office This will be responsible for maintaining and improving call center operations by monitoring system performance, identifying and resolving problems, managing system and process improvement and quality assurance programs, etc.

Daily set-up of dialer prior to operating hours; monitor and adjust pacing; manage and refreshing lists; identify data management opportunities and suggesting strategic solutions.

Manage dialer by partnering with management to define business requirements, test enhancements, upgrades or other changes to the systemActive participant in the development, planning, and implementation of dialer strategies.

Create new users and manage assigned campaignsLoading data into list ids and managing the calling list mixPerform daily uploads, downloads and importingCreate and updating scripting verbiage by list id per campaign using HTML codingDevelop call center systems with customer interactions and IVR systemsSetting up and managing Inbound DIDsField mapping and providing API posting instructions to our clientsMonitoring the states allocation per campaign and making adjustments to the states dialing strategyWork with management to analyze and identify trend patterns or call center key eventsProvide support to the sales floor when needed with technical or troubleshootingComplete other duties, tasks and activities as they arise.

Bachelors Degree or equivalent work experienceExperience with a Dialer SolutionExperience with call center analytics or consumer lending analytics.

Experience working directly with project teams.

Intermediate to advanced proficiency level with Microsoft ExcelBasic statistics knowledge and ability to comprehend and analyze dialer-output dataKnowledge of auto-dialer operation/conceptsCritical thinking skills and reasoningStrong time management and the capability to execute multiple tasks and priorities in a dynamic environment.

Ability to perform independent research to solve problems and come up with a solution.

Excellent communication skills with the ability to translate technical knowledge into actionable direction.

Also a plus: HTML coding and predictive dialer experience is a plus Candidates will be considered in totality of their skills and experience versus strict interpretation of requirements.

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