ContactPoint 360
Website:
contactpoint360.com
Job details:
DIALER ANALYST
Responsibilities:
· Responsible for all aspects of the call center technology platform including conversational IVR (Interactive Voice Response), cloud-based contact center solutions, workforce management, and outbound dialing/campaign management.
· Configuring New hire access for TCN platforms.
· Create TCN Campaigns ensuring they build, requeue and complete as planned.
· Create Campaign schedules and leverage monitoring to ensure agents are logged into appropriate service as required. Monitoring and validating call prioritization and agent skill assignments.
· Generate and call out intraday reporting for inbound and outbound calling metrics. Collaborate with operations on real-time monitor and schedule adherence to maximize customer SLAs (Service Level Agreements) for call groups.
· Send out Daily reporting for our communications platforms.
· Manage all manual Email campaigns via TCN.
· Ability to meet with prospective clients and convey our technology solution in a clear and concise manner.
· Assist Daily with manual letter vendor process.
· Assist with retrieving call recordings, chats, notes and call logs for the Operations and Legal team.
· The position requires an individual who can work within a team in a highly demanding environment, with strong attention to detail and excellent organizational skills.
· Ability to communicate clearly and concisely, in both written and oral forms.
Qualifications:
· Minimum 3 years’ experience in a call/contact center environment required.
· Minimum 3 years’ experience working in the Realtime Analyst role or similar position.
· Must have dialer management experience and knowledge of at least 3 of the following: TCN, Five9, TalkDesk, Nice, twilio, Dialpad and Genesys.
· Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management.
· Configuration of new campaigns: creation, user profiles, worksheets, etc
· Detail oriented, analytical, and inquisitive.
· Certification in project management or business administration or similar field.
· Ability to work independently and with others.
· Adept at multitasking with great attention to detail.
· Able to thrive in a fast- paced environment with the ability to pivot quickly and adapt to changing situations and requirements.
· Demonstrates ability to take initiative and prioritize daily responsibilities.
· Proficiency in Microsoft’s products, specifically Excel, Word, and PowerPoint.
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