Dialer System Administrator

3 months ago

Remote, Canada ContactPoint 360 Full time

**Join our CP360 Family, today**

**Who We Are**:
Welcome to ContactPoint 360, the world’s fastest-growing global BPO (Business Process Outsourcing). At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together. With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines. Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.

At ContactPoint 360 Inc., we deeply understand the meaning of family and values. As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace. Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.

We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.

**Our Purpose**:
Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

**Job Description**:
ContactPoint360, a boutique Global BPO company, is seeking a versatile and talented Dialer Admin Support Specialist to join our team. As a Dialer Support Specialist, your primary responsibility will include programming, scripting, loading, mapping, and reporting. In this role, you will be working closely with Clients, the Operations team, Workforce Management, and other stakeholders. This role will also be providing compliance guidance when running outbound campaigns. Your skills in call center management to ensure that all PDS (Predictive Dialing System) hardware/software components are effectively utilized to increase associate and business productivity. As a Specialist you will monitor all aspects of the PDS process, including scheduling, execution of workloads, real time decision-making, dialer settings, dialer performance, account volume, queue volume, strategy changes, and other responsibilities as assigned based on desired results and business needs and provide ad-hoc reporting for call centers as requested by call center management.

**Responsibilities**:

- Responsible for all aspects of the call center technology platform including conversational IVR (Interactive Voice Response), cloud-based contact center solutions, workforce management, and outbound dialing/campaign management.
- Configuring New hire access for TCN platforms.
- Create TCN Campaigns ensuring they build, requeue and complete as planned.
- Create Campaign schedules and leverage monitoring to ensure agents are logged into appropriate service as required. Monitoring and validating call prioritization and agent skill assignments.
- Generate and call out intraday reporting for inbound and outbound calling metrics. Collaborate with operations on real-time monitor and schedule adherence to maximize customer SLAs (Service Level Agreements) for call groups.
- Send out Daily reporting for our communications platforms.
- Ability to meet with prospective clients and convey our technology solution in a clear and concise manner.
- Assist Daily with manual letter vendor process.
- Assist with retrieving call recordings, chats, notes and call logs for the Operations and Legal team.
- The position requires an individual who can work within a team in a highly demanding environment, with strong attention to detail and excellent organizational skills.
- Ability to communicate clearly and concisely, in both written and oral forms.

**Qualifications**:

- Minimum 3 years’ experience in a call/contact center environment required.
- Minimum 3 years’ experience working in the Realtime Analyst role or similar position.
- Must have dialer management experience and knowledge of at least 3 of the following: TCN, Five9, TalkDesk, Nice, twilio, Dialpad and Genesys.
- Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management.
- Configuration of new campaigns: creation, user profiles, worksheets, etc
- Detail oriented, analytical, and inquisitive.
- Certification in project management or business administration or similar field.
- Ability to work independently and with others.
- Adept at multitasking with great attention to detail.
- Able to thrive in a fast
- paced environment with the ability to pivot quickly and adapt to changing situations and requirements.
- Demonstrates ability to take initiative and prioritize daily responsibilities.
- Proficiency in Microsoft’s products, specifically Excel, Word, and PowerPoint.

Note: Please note this job description is not designed to cover or contain a comprehensive li

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