Dialer Analyst (Clicker)

The Dialer Analyst oversees the day-to-day management of command center activities. This is inclusive of daily telephonic management, data analysis, reporting, and software administration. Success in this function will be determined by a focus on business processes and efficiencies, as well as on-time delivery.

Duties and Responsibilities

The incumbent will perform a wide array of tasks as follows:

• Monitor real time adherence and call center resource utilization, e. activities such as wrap and wait time

• Monitor ongoing campaigns to ensure agents are placed correctly
• Monitor of call volume of queues
• Assign calls to agent queues
• Monitor abandonment rate of calls
• Provide various updates to the management team. For example: adherence and campaign progress
• Pull and analyze reports, inclusive of conversion and abandonment rate
• Communicate directly with clients
• should RPC versus payment generated, HCI versus manual

Requirements and Qualifications

• 3 months or more experience in the dialer analyst field (3 months upwards)
• 3 CSEC subjects
• Good communication skills
• Analytics skills
• Good time management
• Team player
• Knowledge of Live Vox and dial connect is a plus