Dialer Operations Specialist

hace 1 semana

Jerez, Cádiz, España Mass Markets A tiempo completo
Job Overview

Job Title: Dialer Administrator

Job Type: Full-Time

Location: Philippines

Mass Markets is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

This position is responsible for monitoring the production of all dialing platforms in addition to other applications and software. The Dialer Administrator will work closely with the Operations team as well as other supporting departments to ensure work standards are met, dialing schedules are on-time and accurate, and Company and Regulatory policy are adhered to.

The ideal candidate will provide reporting that outlines the production of the dialing agents and focuses on the key performance indicators used to manage our business. In addition, you will also be expected to contribute recommendations and best practices to the Operations staff to enhance efficiencies and performance.

Key Responsibilities:

  1. Performing system configurations for multiple applications, software installations on local machines and remote machines, managing updates and upgrades of software to reduce impact/downtime.
  2. Providing daily operation support, education and troubleshooting for software issues, errors and downtime.
  3. Prepare calling lists and load calling data into various CRM systems.
  4. Develop expertise in the function and capabilities of the different calling platforms.
  5. Working with external vendors to resolve critical performance/up-time affecting issues and to put preventative measures in place.
  6. Analyzing system performance versus requirements and proactively providing ideas to increase performance, effectiveness, efficiency etc.
  7. Developing an understanding of regulatory compliance requirements and managing audits and frequent investigations to ensure systems remain compliant.
  8. Providing helpdesk support to the rest of the organization, resolving tickets, projects, critical issue resolution.
  9. Schedule flexibility, especially during the launch of new projects or the deployment of new software/software updates to the organization.
  10. Other duties as required.
Candidate Qualifications

Requirements:

  1. Technical Training or Combination of Training and Experience.
  2. 4 Years in a similar role.
  3. Comfort working with all Microsoft Office tools, especially Excel, Word, and Outlook.
  4. Basic understanding of data principles.

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