Qualcor Consulting jobs - Dialer Admin

Opening for a leading Fintech Company whose leadership has rich experience in designing industry leading and profitable products using latest data science techniques and cutting-edge technologies.

Position Summary:

The Five9 Systems Administrator duties include platform administration of the Five9 dialing platform, to include standard and customized process flow requirements; creating new inbound/outbound campaigns, IVRs and external system connectors. Uploading & downloading files into and from the calling platform, campaign monitoring, reporting and providing call center managers with insight into performance and improvement opportunities. Administrator will be cross trained to understand the company, its trends, revenue and customer service expectations, workforce management and other aspects relevant to the decision-making process of the business. 

 Essential Duties and Responsibilities:

• Build, customize and maintain all IVR scripts

• Create, maintain and manage dialing lists as required by Call Center capacity 

• Manage performance of overall system, provide monitoring of dropped calls, abandoned rates and other metrics deemed necessary to optimize call handling processes 

• 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 platform for automation and integration opportunities

• Work with 1st party systems for integration to include building API's, auto dispositioning and Computer Telephony Integration (screen pops) 

• Create and implement new campaigns as required by the business units

• Record audio messages for Intelligent Voice Routing (IVR) announcements

• Communicate with management daily to define, monitor & implement strategies and initiatives 

• Generate reports; configure report automation and scheduling as necessary

• Carry out other daily tasks associated with ensuring the Company's ongoing success with use and effective application of the Call Center Telephony platform

Education & Experience:

Required:

• Associate's degree or equivalent in a technical field 

• Professional administration experience with Telephony systems required

• Previous experience as an IVR/Dialer Admin

• Knowledge of Call Center operations

• 2-8 years relevant experience

• Detail-oriented, analytical and self-motivated with strong written and verbal communication skills

• Innovative, multi-faceted and comfortable with complex concepts and ideas

• Ability to work in a fast paced environment and adjust focus and workflow based on changing deadlines and needs

• Effective team player with ability to complete tasks and projects while monitoring various aspects of operations. 

Preferred:

• Knowledge of Five9 dialer software and IVR/VRU & ACD functionality