Avaya Dialer Administrator

Description:

Facilitate the effective use of Dialer functionality to maximize operational efficiency. Effectively collaborate with business leaders to execute dialer campaigns that achieve program objectives in a cost effective manner. Mentor staff to learn effective dialer operations.

Responsibilities:

Identify ways to maximize the use of Dialer functionality that supports the business in achieving plan objectives

Deploy appropriate pacing concepts and apply the correct logic to produce efficient campaigns with low abandons and high connect rates

Determine the extent blended techniques can be used to maximize contact and service to our students

Facilitate the preparation of lists insuring they are in the proper format, duplicates have been removed and they follow applicable do not call standards set at the federal and or state level

Leverage workflow and business system functionality to identify opportunities for improvement and champion new processes and systems to facilitate automation

Responsible for documenting and maintaining knowledge articles of campaigns and best practices within the business environment

Performs other duties as assigned or apparent

Basic Qualifications:

Experience with dialer technology and lead campaign management for an outbound contact center

Requires an understanding of communications technology, both hardware and software, and its application to address business needs

Experience mentoring co-workers on dialer best practices

Additional Qualifications:

Strong verbal and written communication skills to effectively interact with internal and external customers

Previous experience with Avaya and/or Genesys Outbound Dialing Platforms a plus

Knowledge of Pearl Scripting, SQL, Linux Administration and contact center analysis preferred

High level of analytical, strategic planning and organizational ability is required

Must possess the ability to prioritize and perform multiple tasks simultaneously

Must have excellent oral and written communication skills to effectively interact with internal and external customers and department staff

Must possess the ability to effectively communicate with others, perform work in a team environment, and relay necessary information as appropriate

All your information will be kept confidential according to EEO guidelines.