Dialer System Tech Analyst (Remote)

This is a Remote Work From Home Position

Shift is M-F 10am-7pm CST

PURPOSE AND SCOPE:

The Dialer System Tech/Analyst is responsible for maintaining a high performance blended calling environment for the Customer Service/ Collections / Call Center. Facilitate the effective use of Dialer functionality to maximize operational efficiency. Effectively collaborate with business leaders to execute dialer campaigns that achieve program objectives in a cost effective manner. Will work with workforce management to balance optimal utilization. Maintain and administer changes to the dialer, IVR, telephony system and other associated systems

PRINCIPAL DUTIES AND RESPONSIBILITIES:  

• Responsible for day to day execution and monitoring of the outbound dialer job performance
• Deliver ad-hoc data analysis, production of daily reports, troubleshooting of production issues, and operations support of multiple contact centers
• Perform system configuration for multiple applications
• Provide help desk support for specific dialer software
• Assist IT with technical support and diagnostics with call servicing technologies
• Create and manage predictive outbound or blended dialing services for the divisions with respect to applications, priorities, table definitions, import/export raw files, filters, dial orders, call data definitions, disposition plans, schedules, and time zone groups
• Documentation of system configurations and historical tracking of changes to strategies
• Ensure compliance with FDCPA and privacy requirements for customer contact
• Establish and manage dialer strategies
• Executes policies at the direction of the Supervisors, Sr. Manager, or Sr. Director and making recommendations for change
• Manage and maintain department key performance indicators as it pertains to Dialer Operations
• Management, administration, real-time monitoring and adjustment of dialer inbound queues, agent availability, agent skill sets and outbound dialer campaign results
• Responsible for reviewing the system reporting results for soundness of judgment and overall accuracy
• Troubleshoot and resolve issues related to products as a result of alerts or customer complaints
• Deploy appropriate pacing concepts and apply the correct logic to produce efficient campaigns with low abandons and high connect rates
• Provide feedback and recommendations on dialer/campaign changes to support contact rates and other performance indicators
• Track key performance indicators, generate and distribute dialer reports as necessary
• Maintain/updates dialer settings as needed to maximize scheduling in order to cover all operating hours, maximize production (total dials) and efficiency (slot utilization).
• Real time monitoring / scheduling adjustments based on contact center performance and staffing schedule adherence to assure service levels are consistently met.
• All other duties as assigned

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• None

EDUCATION:

• High School Degree required

EXPERIENCE AND REQUIRED SKILLS:

• Minimum 2-3 years' related experience working with InContact / Nice / Uptivity or other related Dialer solutions / software
• Strong analytical and organizational skills
• Ability to meet strict deadlines
• High level of comfort working will all Microsoft office tools
• Ability to work on diverse projects simultaneously
• High level of problem solving, time management, and sound judgment skills
• Excellent verbal, interpersonal, written skills
• Ability to self-motivate
• Work effectively in a team-oriented and collaborative environment

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

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