Workforce (Dialer) Administrator

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Requirements:

• At least two years of experience in a call center environment with hands-on experience using cloud-based dialer systems, preferably TCN.
• Solid understanding of call center compliance regulations, including FDCPA and TCPA.
• Proficiency in Microsoft Excel, including advanced functions for data formatting and analysis.
• Strong communication, time management, multitasking, and critical thinking skills.

Responsibilities:

• Create and update dialing campaigns, filter lists, and generate reports.
• Monitor agents’ skills in real-time and adjust dialer pacing to optimize performance.
• Ensure compliance with regulations and perform quality control on calls.
• Communicate updates and collaborate with cross-functional teams on campaign strategies.
• Generate reports on campaign performance and suggest improvements.