The Contact Center Dialer Administrator will identify opportunities for streamlining workflow and improving operational performance of the Dialer system, establish and maintain relationship with the current vendor to escalate advanced issues and maintain service level agreements, and act as an escalation point for advanced or difficult dialer system issues. This role will also develop and prepare reports for inbound call activity, outbound dialing, agent productivity, and special reports to determine effectiveness of CRM strategy.
What you'll do
Identify and define opportunities for streamlining workflow and improving operational performance of the Noble/Dialer/Operating Platform system and integrations.
Establish and maintain relationships with the current vendor to raise advanced issues and maintain service level agreements.
Act as a point of contact for advanced or difficult system issues.
Develop and prepare work-flow infrastructure, process flows, queues, reports, etc. for process flow/dialer/calling campaign activity, as well as outbound dialing, agent productivity, and special reports to determine effectiveness of CRM strategy and trending.
Run and implement lists, campaigns, skills, and change management related to process flow/dialer configuration changes.
What experience you'll need
A Bachelor's degree or are a High School Graduate with equivalent work experience
At least 1 year of experience identifying and defining opportunities for streamlining workflow to improve operational performance of the Operating Platform/Workflow Tool/Dialer system and integrations
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.