[Hiring] Dialer Administrator @Ancora Education

Role Description

As a Dialer Administrator, you will provide day-to-day administration and support to analyze, troubleshoot, and develop operational functions of the Contact Center platform that include the Five9 dialer, ACD blending, Omnichannel functions, IVR scripting, and responding to tickets. You will assist with the development of Omnichannel, IVR, and dialer interaction for a high-volume contact center.

• Develop a deep and comprehensive understanding of multiple platforms, including predictive, preview, and automatic outbound dialing applications, inbound ACD (automatic call distribution), Omnichannel communication, call list management, and testing for compliance.
• Focus on creating efficiency and effectiveness in systems management and performance, blending strategy and customer experience technology.

Qualifications

• Awareness of omnichannel strategies for outbound contact to include IVR, SMS, Email, and Chatbot.
• Experience in Five9, MailChimp, Google, and basic ticketing systems.
• 2 years of experience in a contact center environment.
• Demonstrated knowledge and understanding of call center KPI metrics.
• Knowledge and understanding of call center compliance and controls TCPA, state and federal regulatory guidelines, and Ancora’s Media Compliance Handbook.
• Excellent time management and organizational skills.
• Strategic and independent thinker.
• Strong problem-solving and analytical skills with attention to detail.
• Proficiency with Google suite.
• A solid work ethic, high integrity, positive attitude, and strong attention to detail.

Requirements

• Experience in customer service preferred, 1 year of previous experience in a dialer administration/analyst/development role.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• Must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Prolonged periods sitting at a desk and working on a computer.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Usually not exposed to weather conditions.
• The noise level in the work environment is usually moderate.