Dialer Administration
- Manage dialer performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimize call handling processes.
- Create, maintain and manage dialing lists and campaigns.
- Respond to user reported issues via existing ticket system and process; troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies.
- Explore and expand on the existing calling platforms, automation and integrations.
- Work with 3rd party integrations, including our custom integrations with Salesforce and our lead management platform.
- Communicate with management and business users daily to define, monitor & implement strategies and initiatives to optimize Call Center and Sales performance.
- Generate reports; configure report automation and scheduling as necessary.