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Spectrum Dialer Administrator
Spectrum
Florence, KY, United States
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JOB SUMMARY
The Spectrum Dialer Administrator will be responsible for managing and executing the daily and monthly dialer strategy to drive operational excellence. Working with internal teams, this position will be responsible for identifying, designing and building solutions to achieve productivity and performance objectives. The position is responsible for ensuring that requirements set forth by the lines of business are achieved within established SLAs and deadlines
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Responsible for the upkeep and development of key OTM systems, including but not limited to, manual dialer, ATDS, CRM, IVR, call storage
Oversee the preparation of data including calling and sales history, cost per sale figures, and general profitability trends.
Responsible for legal compliance on an on-going basis
Leads Dialer, CRM and other related initiatives throughout the project lifecycle to support new business initiatives including systems/technology integration; regulatory and legal requirements; testing plans; change management; training; policies and procedures and reporting requirements
Work with management to identify, report and communicate key operating analyses and trends.
Identify and recommend continuous improvement opportunities and develop sales enablement tools.
Create unique access database, SQL and other reporting resources to manage and highlight key performance indicators.
Research and analyze data from numerous resources for strategic planning and business development forecasting.
Assist management in identifying significant trends; recommend continuous improvement opportunities.
Perform other duties as requested by supervisor
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to handle multiple projects and tasks
Ability to make decisions and solve complex problems while working under pressure
Ability to plan, prioritize and organize effectively
Ability to show judgment and initiative to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Excel Power point etc.)
Ability to work independently
Ability to work with others to resolve complex problems, handle requests or situations
Knowledge of cable television products and services
Education
Bachelor's degree in business, communications or related field or equivalent experience
Related Work Experience
4+ years’ experience working in a telemarketing environment
2+ years as an IVR/Dialer administrator; 5 - 9 years’ experience is preferred
WORKING CONDITIONS
Office environment