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Manager Dialer

Manager Dialer

iQorDasmarinas 02, Cavite, Philippines
30+ days ago
Job description

Job Summary :

Dialer Manager will be responsible for managing telephony and ancillary systems to ensure that contact center business objectives are met and drive the efficacy of strategy. Management responsibilities for a team of employees, including intraday and dialer administration. This role will ensure the accuracy, quality, and delivery of performance and productivity results for contact center operations.

Responsibilities :

  • Lead and provide strategic direction to the support teams.
  • Generate and develop reporting of the statistical performance to proactively analyze data, provide feedback and solutions to areas of concern to the leadership team.
  • Provide performance metrics in real-time to ensure the efficiency and success of the system performance.
  • Advises and recommends changes to management for growth, technology advancements, and business-based processing improvements.
  • Ensures appropriate attention to system back-up and recovery processes; assists in the determination of proper disaster contingency measures.
  • Work closely with contact center leadership team providing solutions.
  • Partner across business lines as needed to support champion / challenger production testing.
  • Create Ad-Hoc reports as needed to support the needs of the contact center and ensure that the key deliverable of the contact center are met.
  • Ensure regulatory, and business compliance risk is managed effectively.
  • Oversee effort to test, debug, and analyze performance and document system upgrades.
  • Troubleshoot system issues and identify solutions and improvements for a multichannel system.
  • Manages applicable projects by overseeing the team and activities.

Skills Requirements :

  • Minimum 5 years’ experience in Dialer / IVR-ACD / Telephony operations to include management of the support team plus 3 years’ experience in inbound and outbound Contact Center Operations management or support.
  • Strong working knowledge and WFM experience a plus.
  • Working knowledge of SQL, SAS or other programming language a plus.
  • Excellent organizational skills and the ability to work in a fast-paced contact center environment adapting quickly to a changing environment.
  • Proven ability to assess, analyze and provide solutions to concerns that occur.

    • Education Requirements :

    B.B.A. or B.S. in Computer Science, CIS, or MIS, or documented work experience in the field (minimum of 5 years).

    Physical Requirements :

    Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and / or viewing a computer terminal. Speak, type and / or sit for extended periods of time.

    Consistent attendance is an essential function of the job.