Position Purpose:
The Dialer Tactician ensures optimal performance of dialer platforms that support the First Party, Third Party, Financial Services, and Uninsured Motorist departments within the RM and Subrogation divisions. This role designs, tests and implements dialer campaigns to maximize right-party contacts and increase net recoveries. The Dialer Tactician monitors performance metrics, analyzes productivity trends, and recommends strategy adjustments to improve results. Working closely with IT, Operations, Workforce Management, and Compliance, the role helps develop and deploy efficient, effective, and compliant dialing strategies. The Dialer Tactician also collaborates with dialer vendors and the Afni Telephony team to design solutions that support operational and strategic objectives.
Essential Functions and Responsibilities:
- Ensures optimal execution of all voice, sms and email campaigns in alignment with departmental strategy, where applicable.
- Develops and maintains dialer reports for clients and internal stakeholders, conducting both regular and ad hoc analyses to support operational needs and performance improvement.
- Analyzes key performance indicators and adjusts dialer strategies to ensure optimal performance.
- Partners with team members to maintain call flows, message templates, agent team mapping and all supporting documentation.
- Assists with the installation of new systems and the upgrade of existing dialer software, hardware, and infrastructure.
Minimum Job Requirements:
- High school diploma required. Post-secondary education preferred.
- 2-3 years of prior dialer operation experience strongly preferred.
- 2-3 years production experience in a high-volume call center required.
- Ability to work collaboratively and adjust to shifting demands and priorities.
- Ability to respond to and address production impacting outages or issues outside of peak operating hours. Must support 6 day business week spanning 14 hours days Mon – Sat.
- Strong computer skills including MS Office required. Knowledge of dialer software strongly preferred.
