Collections Dialer Expert

Summary

Join Tala, a leading fintech company with a mission to empower the financially underserved, as a Dialer Administrator. You will play a crucial role in optimizing our dialer system (Five9) to enhance our recovery strategies. This involves daily list loading, live monitoring of call flow, managing dialer KPIs, and collaborating with technical teams. The ideal candidate possesses extensive experience managing dialers in multi-site operations, strong knowledge of workforce management, and excellent communication skills. Tala offers a remote-first work environment and a diverse, inclusive global team.

Requirements

• +3 years managing or being part of a team in charge of the Dialer for a multi-site operations
• Google Sheets knowledge
• WFM knowledge
• B2 English (conversational) / C1 optimal if available. Most communications with stakeholders must be in english (BI team, fellow dialer admins around the world)
• Responsible and accountable for own actions and the effect they have with the operations and our customers
• Capable of organizing own time while ensuring all daily key activities are completed as expected
• Able to communicate effectively across all levels of understanding while delivering key needs or insights

Responsibilities

• Daily list loading of collections buckets
• Live monitoring of call flow and advocate behavior
• Dialer KPIs and Metrics (Per bucket)
• Penetration
• Intensity
• Connect Rate
• Manage Telco provider
• Cost of our Telco services
• Disposition code managing
• General Dialer Administration
• Station ID assignment
• Campaign maintenance
• Main PoC for the MX Dialer perspective and interactions with technical teams
• Dialer oriented reports (performance, productivity)

Preferred Qualifications

• Experience with Five9 is a Plus
• General knowledge of Dialers in market: Five9, Aspect, CC1, Mosaic, Hermes, Mitrol, Genesys

Benefits

Remote-first approach