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Dialer Specialist

Keywords / Skills : Dialer Specialist, Data Analysis, Dialing System, Dialer campaign packages, Debt Collection, Asterisk, Vicidial, SQL, PHP, Perl, Unix , TCPA, FTC

5 - 7 years
Posted: 2019-12-04

Industry
ITES/BPO
Function
IT
Role
Other Information Technology
Posted On
4th Dec 2019
Job Description
Works directly with Operations to identify gaps in Collections opportunities and creates Dial lists, Email Batch lists, and Text Message lists to ensure solid coverage of all client campaigns. Global accountability. Lead a team of dialer administrators to include recurring training and recruiting.

Ensure proper operation of Predictive Dialing System and Outbound Interactive Voice Response Software.

Create outbound dialer services and monitor dialer efficiency daily.

Create, implement, and analyze reporting for all dialer operations

Provide management, support, maintenance, configuration, administration, monitoring, and troubleshooting of all FPS outbound contact center platforms.

Design & maintain Dialer campaign packages, including configuration and scripts for a line of business integration, CRM information, dispositions, contact strategies & pacing, skilling, etc.

Provide training and support to the Operations Unit in the use of technology hardware and software.

Provide reporting and analytical tools to assess compliance and effectiveness of the team of Dialer Team.

Field any escalated technical and/or operational issues in a timely manner to minimize dialer downtime.

Plan, lead, motivate, train, and monitor the team while ensuring compliance with pertinent legislation guidelines and achievement of maximum collection results for clients and the company.

Performance coaching, scorecards, development plans, and agent administration must be accurate and executed in a timely manner.

Accountable for all decisions, actions, and directives.

Responsible for a progressive discipline of direct reports with regards to attendance, performance and all aspects of company policy up to and including termination.

Knowledge, understanding, compliance, and enforcement of all applicable Federal and Local laws and regulations relating to job duties.

Knowledge, understanding, and compliance with company policies and procedures.

Make recommendations to implement improved processes.

Responsible for the department’s overall performance and for motivating a team to exceed department goals and objectives.

Follow up in a timely manner to ensure customer satisfaction.

Provide feedback to management concerning possible problems or areas of improvement.

Perform other duties as assigned by management.

Minimum Qualifications

Previous experience running a predictive dialer

Ability to work in a fast-paced, team-oriented environment.

Strong attention to detail

Strong problem solving & analytical skills

Ability to manage a team

Strong ability to adapt to change

5+ years of debt collection experience operating or managing a high volume contact center environment.

Experience with the following products, technologies, and environments: Asterisk, Vicidial, SQL, PHP, Perl, Unix

Knowledge of TCPA, FTC, and state laws

About Company

About Full Potential Solutions, Inc
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first because we believe that happy, fulfilled teams accomplish great things.

FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales/customer acquisition, lead generation, customer care, up-selling, retention and tech support.

Our Culture
We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership, and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth.

Our team operates according to four core values that govern everything we do!
- Integrity: Do what’s right and put team before self.
- Excellence: Deliver exceptional results and reward performance.
- Accountability: Take ownership and pride in our work.
- Grace: Respect and appreciate one another; make your work personal!

Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India and Manila, Philippines.
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