Role Overview

The Dialer Manager is responsible for managing the system setup for all inbound and outbound calling efforts for our Call Center. This role will include developing, testing, and executing new strategic calling initiatives based on analysis and data review. Inbound and Outbound calling, including use and programing of our dialing systems, is core to operations and future strategic initiatives.

Essential Duties:

• Oversee the operation and performance of the organization's outbound dialing systems, ensuring the technology is used efficiently and effectively.
• Develop and implement data-driven dialing strategies to maximize contact rates and overall agent productivity.
• Monitor and analyze dialer performance metrics and data trends to identify areas for improvement and implement optimization strategies.
• Configure dialer settings and optimize parameters based on specific campaign goals to achieve desired outcomes.
• Plan and execute successful outbound calling campaigns.
• Collaborate with relevant internal teams (e.g., Sales, Marketing, Operations) to ensure campaigns are aligned with broader organizational goals.
• Generate regular reports on dialer performance and campaign outcomes, communicating key insights and recommendations to management.
• Work closely with campaign managers and supervisors to support their production goals.
• Ensure strict adherence to all regulations and policies related to outbound calling, staying informed about relevant legal and industry guidelines (e.g., TCPA, DNC).
• Implement and enforce quality assurance processes for outbound calls, verifying adherence to approved scripting and compliance standards.
• Provide necessary training and support to agents and staff on correct dialer system usage and best practices.
• Offer prompt support to resolve operational or technical issues related to the dialing systems.
• Work with dialer system vendors to address technical issues, plan system enhancements, and ensure peak performance.
• Collaborate with departments like IT and Operations to ensure the dialer system integrates seamlessly with other contact center technology and systems.
• Regular, reliable and predictable onsite attendance is an essential duty of this role.
• Other duties as assigned.

Experience and Education

• Highschool diploma or equivalent.
• 1 to 2 years previous experience in managing dialer systems in a contact center or telemarketing environment.
• Experience in planning and executing outbound calling campaigns.
• Experience in analyzing data to identify trends, patterns, and areas for improvement.
• Experience providing training and support to agents on dialer system usage.

Knowledge Skills and Abilities

• Proficiency in using dialer systems and related technologies.
• Knowledge of call center software, predictive dialers, and CRM systems.
• Strong analytical and data interpretation skills.
• Ability to analyze performance metrics and make data-driven decisions.
• Excellent communication skills, both written and verbal.
• Ability to convey complex technical information to non-technical stakeholders.
• Understanding of legal and regulatory requirements related to outbound calling.
• Knowledge of compliance standards and best practices.
• Strong problem-solving skills to address technical issues and optimize dialer performance.
• Project management skills to plan and execute outbound calling campaigns.
• Familiarity with compliance standards and experience ensuring adherence to regulations.

Physical Requirements

• This is a primarily sedentary position, involving prolonged periods of sitting and working on a computer, calculator, and other office equipment.
• Requires the ability to walk, stand, and move about inside the office to collaborate and access office machinery.
• Periodic lifting up to 10 pounds, must be able to push, pull, pull up, bend at the knees and waist, twist body at the waist, raise and hold arms overhead, turn head-neck-shoulders as needed, grasp and hold tools and other items with hands, for either extended periods of time or many times throughout the workday.

Placement: Direct

Schedule: 8am to 5pm Mon-Fri, Saturdays 8am-10am

Pay: $55,000 to $65,000

Location: 80920