The Dialer Administrator is part of the Call Center Command Center team responsible for the overall call traffic control. The Dialer Administrator plays a key role in maintaining a consistent workload balancing outbound dialing with inbound traffic and analyzing historical data and results to optimize the client and agent experience. The Dialer Administrator role includes real time monitoring of call activity, reporting exceptions and issues while insuring data, reports and information is readily available to the Call Center and Senior Leaders. The Dialer Administrator must be highly competent in data and call traffic analysis and reporting. Exceptional Excel and/or Access skills as well as the ability to write SQL queries is required to ensure the Command Center is bringing high value to the organizations call centers. Role responsibilities will include: -Responsible for updating the dialer schedules and strategies on a daily/weekly basis to ensure accounts are dialing per Operational and Client expectations -Responsible for analyzing various dialing reports to determine effective dialing penetration and best time to call for right party contacts (RPCs), promise to pays, verification of demographics and patient liability payments -Responsible for creating & optimizing integrated IVR platform with multiple scripts. Recommend and design scripts based on analysis of IVR traffic patterns, IVR usage, exit points and industry best practices to ensure a logical and efficient solution for callers -Responsible for routing plans for calls exiting the IVR ensure calls are routed to the correct skill/agent group while ensuring data collected in IVR is transferred to the agent via the pop-up -Design, build and track daily dialer campaigns, including inbound, outbound, and automated messaging for CPAS/PASU, National Collection Services, National Insurance Centers and National Medicare/Medicaid Centers -Monitor real-time dialer statistics and make adjustments to tune performance throughout the day -Communicates inbound/outbound dialing results to Operational and senior leaders through daily, weekly and monthly reports via SharePoint, Dashboard, email and conference calls when discussions are warranted -Works closely with appropriate vendors to ensure high integrity of data between the system of record (ACE) and the InContact Dialer Solution and Workforce Management System -Works closely with appropriate vendors to report and resolve any issue within Call Center platform while ensuring communication to leaders on the status of issues is consistent and timely -Consults and collaborates with WFM Analyst and Operation Managers on creating staffing models to satisfy demand needs, reporting on schedule adherence, and unplanned absences as they affect process performance TO APPLY SEND UPDATED RESUME TO MEGAN.COLLINS@RHT.COM
With more than 100 locations worldwide, Robert Half Technology is a leading provider of IT professionals on a project and full-time basis for initiatives ranging from web development and systems integration to network security and technical support. Through our alliances with industry-leading organizations such as HDI® and the Microsoft® Partner program, we have access to client companies that other staffing firms don't. In addition to our free job search services, we provide our candidates with access to free online technical training and a competitive benefits and compensation package.
Our parent company, Robert Half, once again was named to FORTUNE® magazine's list of "World's Most Admired Companies" and was the highest-ranked staffing firm. (March 1, 2016)
Apply for this job now or contact our branch office at 1.800.793.5533 to learn more about this position.
All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Equal Opportunity Employer M/F/Disability/Vet
By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.
*Req ID:* 04010-148390
*Functional Role:* Quality Assurance Associate
*Country:* USA
*State:* TX
*City:* Frisco
*Postal Code:* 75034
*Compensation:* DOE
*Requirements:* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. -Excellent decision making and detail oriented skills a must -Ability to multi-task - monitor multiple concurrent call campaigns & projects -Advanced knowledge of Microsoft Office Suite skills (Excel, Access, Word, etc.) -Adaptability to learn and become a subject matter expert on the call table extract program and the predictive dialer application and associated technologies, i.e. WFM and Call Recording. -Excellent oral and written communication skills with ability to clearly and concisely communicate with all levels of individuals. -Ability to analyze data among multiple reports to determine dialer effectiveness EDUCATION / EXPERIENCE Include minimum education, technical training, and/or experience required to perform the job. -High School diploma or equivalent required -College degree in business administration, finance or equivalent industry experience preferred -4+ years experience and excellent working knowledge of Predictive Dialers, Telephony servers, IVRs. TO APPLY SEND UPDATED RESUME TO MEGAN.COLLINS@RHT.COM