Dialer Administrator

Summary

Join 20four7VA as a Dialer Administrator Virtual Assistant and contribute to a dynamic call center environment. You will be responsible for configuring and maintaining the dialer system, optimizing dialing strategies, monitoring performance, and ensuring compliance with industry regulations. This role requires strong technical skills, including proficiency in dialer software, CRM systems, and Microsoft Excel. You will also need a deep understanding of call center KPIs, dialing strategies, and regulatory compliance requirements. In addition to competitive rates, weekly payments, and annual rate increases, 20four7VA offers a comprehensive benefits package including paid time off, paid holidays, free training and upskilling, and a supportive community.

Requirements

• Proficiency in dialer software CRM systems, and Microsoft Excel
• Understanding of call center KPIs, dialing strategies, and regulatory compliance requirements
• Strong analytical and troubleshooting skills
• Excellent verbal and written communication skills
• Ability to work independently and collaborate with cross-functional teams

Responsibilities

• Configure and maintain the outbound and inbound dialer system to meet business needs
• Optimize dialing strategies enhance agent efficiency
• Monitor dialer performance and key metrics, making real-time adjustments to improve contact rates and productivity
• Troubleshoot dialer-related issues, coordinating with IT support and vendors as necessary
• Create and maintain all company-owned phone numbers
• Ensure dialer settings comply with TCPA, FDCPA, and other industry regulations
• Implement best practices to minimize dropped calls, excessive wait times, and abandoned call rates
• Generate and analyze dialer reports, providing insights on call volume, connection rates, agent productivity, and campaign effectiveness
• Identify trends and areas for improvement to drive operational efficiencies
• Collaborate with leadership to develop strategies based on data-driven insights

Preferred Qualifications

• Experience reporting tools, or scripting for automation
• Knowledge of telephony systems and call routing strategies
• Previous experience in workforce management or call center operations

Benefits

• Competitive rates
• Weekly payments
• Annual rate increase (based on performance)
• Paid time off
• Paid holidays
• Free training and upskilling
• Constant support and guidance from managers and mentors
• Clear schedules and guidelines
• A vibrant community always ready to support you