Dialer Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Execute and perform spot-checks on the delivery of four daily files; identify anomalies in comparison to historical data and initiate system ingestions once issues are resolved.

• Monitor "Kill Lists" and data deliveries every half-hour; directly communicate with Data Services to address any delays.

• Create and modify campaigns as instructed by the Strategy Team to ensure accurate account segmentation.

• Manage agent onboarding processes, skill assignments, password resets, and basic troubleshooting tasks.

• Oversee agent performance thresholds (Excessive ACW, Long Breaks) and report any exceptions to Team Leaders in real-time via Slack.

• Perform in-depth research on JIRA tickets related to call logs, audio requests, and ad-hoc account investigations (e.g., "Why was this account not attempted?").

• Maintain the Strategy Tracker, Start/Stop Tracker, and provide End-of-Day reports to all pertinent business units.

⛳️ Requirements

• 2 to 4 years of experience in a call center setting, ideally in dialer administration, workforce management, or collections.

• Proficiency with JIRA, Slack, and dialer systems (such as Five9, Genesis, or Noble).

• A strong attention to detail in data entry and an investigative mindset for resolving account-level discrepancies.

🏝️ Benefits

• Competitive salary and stock options.

• Extensive health benefits including Medical, Dental, Vision, Life, Employee Assistance Program, Parental Leave, Health Savings Account, and more.

• Newly introduced Health Savings Account and Pet Insurance.

• 401(k) plan with company matching contributions.

• Cell Phone Stipend.

• Collaborative team-based strategic planning and ownership of deliverables.