Our client has an immediate full-time permanent opportunity available for a Dialer Specialist in Richmond Hill, ON
The Dialer Specialist is responsible for configuring and administering dialer campaigns and systematic programming to help manage inventory and drive business goals. This position will work closely with Operations and IT to deploy strategies that will maximize the efforts of the collectors by increasing right- party contacts and streamlining the inventory. This position will also run reports to show analysis of the productivity of the dialing campaigns, as well as staying compliant with all contract regulations we need to follow.
Job Duties and Responsibilities:
•Reporting directly to Corporate Office and Executive Operations with Collaboration with Compliance and IT teams on strategies for maximizing dialer efficiency and compliance.
•Development and execution of dialer campaigns
•Monitoring of agent activity and engagement on campaigns
•Data analysis of campaigns, inventory penetration, company objectives and identification of new strategies to improve company performance
•Configuration and administration of dialing systems including the PBX, IVR, manual and automated contact platforms
•Configuration and administration of voice analytics system
•Understanding and incorporating legal, regulatory and client requirements into all dialing efforts.
•Administration and reporting on call management software
•Post secondary degree / diploma or equivalent work experience in a similar position may be substituted for educational requirements
•High School Diploma or GED required
•Experience with phone systems, automated dialing systems or in a call center environment is a must
•Experience working with multiple stakeholders and running multiple projects simultaneously is a plus
•Experience with the Ontario Systems and PureCloud℠ by Genesys contact platforms is strongly
•Experience with Microsoft reporting tools such as SQL, Excel, Power BI or SSRS is preferred.
•Basic knowledge of PBX phone systems
•Working knowledge on a dialer system in a call-center a plus.
•Excellent written and verbal communication skills.
•Modern office procedures, methods, and computer equipment
•Microsoft Office (Excel Word, Outlook) at an intermediate level required
•Establish a good working relationship with team members and internal contacts in order to maintain and continuously strive to improve the level of overall service being provided
•Ability to learn new technologies and applications
•Ability to work independently with minimum supervision or as part of a team
•Ability to comply with rules, regulations, laws, and methods as related to debt collection
•Ability to handle and resolve recurring problems
•Strong analytical and problem-solving skills.
•Strong project management skills.
•Good time management and organizational skills.
•Ability to prioritize work.
•Ability to undergo and pass a federal background check
What We Offer:
•Comprehensive benefits including medical, dental and life insurance
•Opportunities for advancement
•Daytime schedule, however frequent weekend and evening work may be required.
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