Auto Dialer System Monitor

Under general supervision, responsible for all aspects of dialer-related functions (i.e., calling strategies, intra-day performance, call routing, etc.) to ensure call center strategies are implemented and do not negatively impact the dialer. Generates reports from the dialer system and other pertinent databases to provide accurate and timely data. Works with management, internal business customers, IT and vendors) to ensure dialing is functioning properly.

How you'll do it:

• Monitors existing systems and processes to ensure system is working properly
• Verify call routing logic for Collection department from the toll free numbers to detect possible call routing failures to ensure overall call routing efficiency.
• Works with vendor(s) and IT, tests enhancement, upgrades system.
• Participates in the planning of dialer strategies and changes system parameters to meet collectors needs.
• Collects data from relevant databases and systems to analyze and report data results and trends
• Monitors system performance, researches and recommends solutions to system problem
• Available for weekend or off hours support for maintenance, upgrades and systems
• Performs other duties as assigned

• Fluency in English
• Knowledge with an interactive dialer, such as Genesys or similar telephony system
• Advanced Microsoft Excel skills (Pivot Tables, V-Lookup) and basic SQL experience
• Intermediate knowledge of forecasting/scheduling software
• Flexibility, adaptability, and acceptance of change in a dynamic financial environment.

- Lương tháng 13
- Công tác nước ngoài
- Company trip

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