Posted Jan 28, 2015 7 views
The Dialer Administrator will be responsible for the building, management, and analysis of outbound dialing campaigns to best achieve company goals. The Dialer Administrator will be responsible for overseeing and administering the dialer software including trouble shooting any dialer issues at all levels as well as queue management, line adjustment, pacing, strategic planning and forecasting. A critical responsibility will be the analysis of campaign results and KPI to hone and modify future strategies. This position assists in daily operations and we are always looking for good IT candidates to join our dynamic team so even if you don’t quite match the exact criteria, we would welcome an application.
· Job Title : Jr. Dialer Administrator
· Department : Dialer Administration/Data Management
· Function : IT/BPO/24x7 Call Center
· Location : Islamabad
· No. of Positions : 2
· Shift : Night/3rd Shift (Full time)
· Salary : 25,000 - 35,000 (PKR)
· Type : Permanent Job
· Supervisor : Sr. Lead (Dialer Administrator)
· Career Level : Beginner and/or Internee
Key responsibilities:
- Responsible for the daily readiness of call center automated dialer applications as we are dealing with the state of art Call center Technologies (Aspect 6.7 & Five9).
- Elements of the work include (but are not limited to): implementation of all data/call flow functionality (Dialer, IVR, and ACD), call list optimization and management, work force scheduling and general project management
- Oversees predictive dialer functions such as daily upload/download procedures, building and scheduling campaigns, schedule adherence, service monitoring and call center production standards.
- Recommends improvements in call flow, works with operation teams to develop dialing strategies.
- Works closely with operational management team to develop call handling strategies.
- Researches, analyzes and trends data to interpret results and variances.
- Perform routine dialer maintenance tasks such as adding and deleting users, changing caller ID number, or modifying report settings
- Troubleshoot dialer issues and work with internal IT staff and vendor technical support, as needed
Required skills & experience:
· Good time management and planning
· Ability to work to tight deadlines
· Basic knowledge of VOIP call center technologies including the, Microsoft tools – Excel, Word, SQL language.
· Preferably having basic knowledge of predictive dialers (Aspect 6.7, Five9)
· Good communication skills
Minimum Education Requirements
· BS (IT/CS) - Fresh Graduates can also apply
Note: Selected candidate will be given an appropriate training on Dialer Applications.
Job Details
Touchstone Communications
Founded in 2003, Touchstone Communications is based in Fort Worth, Texas and provides world-class offshore integrated customer contact solutions to the financial services and communications industry. Touchstone's customized solutions include inbound and outbound telemarketing and true business process outsourcing (BPO) that typically enhance or replace in-house operations. Serving over 40 clients in the U.S. Canada, and the U.K. Touchstone acts as a seamless extension of its clients' operations, providing dramatic cost efficiencies and measurable quality and performance improvements.
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