Dialer Manager  

Dialer Manager

The Dialer Manager is responsible for maintaining and supporting That’s Great News consumer contact platform(s), rendering both operational and technical support across all business units. The manager will manage all aspects including administration of the dialer on a day to day basis, including real time monitoring, reporting and analytics. In addition, they will constantly pursue initiatives, processes and solutions which will further optimize the Inbound and Outbound dialer.

Duties and Responsibilities

1. Perform daily uploads, downloads, and importing, be able to load new leads where required.
2. Ensure and document outbound dialer activity
3. Analyze dialer-output data to identify potential problems and issues
4. Create and update dialing campaigns, filter, list strategies and reports
5. Monitor and adjust the performance of dialer systems, making recommendations for improvements where needed.
6. Liaises between vendors, and TGN operations leaders to ensure that dialer components are in good health and fully functional
7. Works with vendors to open and resolve work orders related to consumer-contact platforms
8. Consults on, designs, and builds dialing campaigns,
9. Maintains detailed records of systematic and programmatical changes
10. Performs routine audits of system function, placing test calls where necessary to validate end-to-end functionality
11. Generates reporting and provides analysis as to the efficiency of dialer-related systems, List utilization, Rep efficiency, Talk time, etc
12. Performs other related duties as assigned.
13. Analyses reports by interpreting results and making additional recommendations to enhance the results achieved.
14. Provides daily, weekly and monthly feedback on planner and campaign performance with to identify areas of concern and initiating the need for change where necessary.

Skills and Proficiencies

1. Knowledge and experience in using a dialer system
2. Intermediate to advanced proficiency level with Microsoft Excel
3. Basic statistics knowledge and ability to comprehend and analyze dialer-output data
4. Expert knowledge of auto-dialer operations and concepts
5. Understand database-design principles, data structures, and optimizations
6. Critical thinking skills and the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
7. Strong time management skills and the capability to execute multiple tasks and priorities in a dynamic environment
8. Excellent oral and written communication skills

Education and Experience

1. Minimum of 3 years’ experience in related field (IT, Network Troubleshooting, etc.)
2. Preferred minimum of 3 years’ experience in network troubleshooting, Dialer Experience.
3. Subject matter Expert in predictive Dialer and outbound campaigns
4. Experience in analytics and reporting.