At Qualco we make high-performing, scalable, enterprise software and offer high value business services for the Credit & Debt Management industry.
With offices in Athens, UK, France, Cyprus and Brazil, we serve over 70 clients in more than 11 countries and we keep growing.
We are looking for a talented Dialer Manager to join a team of highly qualified professionals.
As a Dialer Manager, your responsibilities will be :
Continuous monitoring of dialer production environments;
Monitor and adjust performance of dialer;
Ensure and document outbound dialer activity;
Ensure management of inbound call volumes;
Skill based routing and aligning performance with allocation of appointments and membership to maximize results;
Monitor productivity, effectiveness and quality metrics throughout the day to ensure strategic imperatives are being achieved;
Perform daily uploads, downloads and importing;
Analysis of dialer-output data to identify potential problems / issues and make recommendations to enhance dialer performance;
Point of Contact (POC) for troubleshooting and fixing any dialer performance issues;
Debrief and review campaigns from a dialer perspective with Operations and Strategy teams;
Liaise directly with the technical support team regarding all dialer irregularities and maintain a high level of customer service;
Create and update users, dialing campaigns, filter, list strategies and reports; and
Develop productivity reports.
At least one year of experience in a call-center environment;
Knowledge and experience in using a dialer system. (Minimum of 3 year's dialer manager experience on a Genesys or Aspect platform would be advantageous);
Intermediate to advanced proficiency level with Microsoft Excel;
Basic statistics knowledge and ability to comprehend and analyze dialer-output data;
Knowledge of auto-dialer operation / concepts;
Understanding of database-design principles, data structures and optimizations;
Contact center Workforce Optimization experience;
Knowledge of dialer management / ownership and scenario-based capacity planning for outbound;
Excellent knowledge of AOD / ACD / Telephony Call Routing and WFM strategies; and
Experience in developing and implementing strategic dialer projects that bring about system / operational efficiencies.
On top of challenging work and a competitive salary, we are offering :
Private health insurance plan
Mobile telephony and data plan
Free coffee and beverages
Educational expenses for courses, certifications or books
Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.
Disclaimer : Qualco collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR).
We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties.
We will keep your resume in our database for any future consideration. In case you want to be deleted from our database you can contact us at people qualco.eu.