• Microsoft Excel / Suite proficiency required – Intermediate to advanced level experience. Ability to read and analyze data sets.
• General computer skills Intermediate to Advanced.
• Understand and interpret skip logic and flow ie (IF/Then statements).
• Experience with dialer management including but not limited to; Leads, Scripting, IVR, and Skill Routing.
• Trouble shoot any potential dialer issues.
• Campaign building and programming.
• Interact with dialer software company to escalate any issues as needed.
• Recommend improvements to dialer software company.
• Work cohesively with Project Management team to ensure maximum efficiency.
Communicate any issues effectively to appropriate teams.
• Keys to Success
· Deep Understanding of Dialer Management and Setup
· Bias towards client success
· Action taking attitude
· Contagious energy and drive for improvement
· Minimum 5 years of experience in a technical role
· Broad knowledge of omni-channel services (Inbound, outbound, chat, sms)
· Deep experience dealing with clients.
· Decision making ability that results in growth, profitability & positive client experiences.
· Ability to motivate people & interpersonal relationship skills that build strong client relationships & maintain a positive team morale.
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