Job Summary
The Call Center Dialer Manager will be a key player in optimizing our sales and marketing efforts. As a Call Center Dialer Manager, you will be responsible for the strategic management of our call center dialer operations and lead management processes. This role requires a highly organized and technically proficient individual with a passion for driving efficiency and maximizing results.
Essential Duties and Responsibilities
- Serve as a primary administrator for the technical call center environment, analyze, configure, test, and implement call routing solution(s), interactive voice response (IVR) change(s), call queue(s), and contact flow(s), acquire phone number(s) to be used by the call center and maintain the inventory of those number(s) and how they are used, handle all basic administrative function(s) including user account maintenance and call routing.
- Collaborate with infrastructure, other application administrator(s), user(s), software engineering, and application vendor(s) to resolve support issue(s) and develop technical solution(s) to meet the business need(s) of the user(s) that involve integration with backend system(s), outside data, and external vendor(s), adhere to, enforce, and make improvement(s) to the appropriate information security policies based on the sensitivity of company data and report any security related issue(s).
- Troubleshoot, evaluate, and diagnose end-user issue(s) including call quality and improper call routing, recommend and implement solution(s) and find the root-cause of issue(s), participate in the evaluation, scope and completion of new call center technical solution(s), contact vendor(s) regarding service issue(s) to receive support information or assistance.
- Ensure that call center best practice(s), data policies, standard(s), and best practice(s) are followed, research and provide recommendation(s) for improvement(s) where necessary.
Minimum Hiring Qualifications
- Bachelor's degree (business administration, information technology, and other related field) and/or equivalent experience - 5 year(s) experience with call center methodologies, configuration(s), and process(es), deep understanding of dialer system(s) (NICE InContact is a plus) and its functionalities, ability to configure and manage basic dialer setting(s) (call flow(s), routing, scheduling), troubleshoot common issue(s), and ensure system uptime.
- Ability to understand and interpret dialer performance data (call volume, contact rate(s), conversion rate(s)), understanding of how the dialer system integrates with Salesforce, basic knowledge of data synchronization between the dialer system and CRM.
- Ability to create and manage basic outbound campaign(s) (list upload(s) and basic scheduling), understanding of basic campaign strategies and their impact on performance, knowledge of AI/ML application(s) in call center(s) will be an advantage.
- Ability to meet deadline(s), handle, and prioritize simultaneous request(s), ability to communicate effectively at all levels of the organization, ability to develop report(s) and presentation(s) where applicable, ability to critically evaluate information gathered from multiple source(s) and formulate action plan(s), resolution(s), and recommendations.
Get Hired and Enjoy the Following:
- Interact/collaborate and learn from industry experts.
- Multiple opportunities for learning and development.
- Enjoy a fun and competitive working environment.
Work Location: Concentrix Giga Tower (Quezon City)
