Administrator-Dialer – Memphis, TN

Responsible for monitoring, administrating, and reporting on the Noble Dialers for the Enterprise Contact Center. Duties include but are not limited to daily call list loading, consistent monitoring of intra-day dialer and agent activity, as well as campaign reporting. Must be able to accurately assess and resolve basic issues surrounding call list management and agent interaction with the Noble software. Performs routine dialer maintenance tasks. Represents the first point of contact for reporting any issues regarding the Noble agent interface and will work closely with supervisors and agents to maintain consistent call delivery.

Requirements:

Requires thorough knowledge of telemarketing and fund raising programs and systems, including dialer technology relating to the building of campaigns, setting adjustments for optimal operation, and phone switch technologies; operational predictive dialer experience, preferably in a blended call center environment and statistical analysis within a call center environment; understanding of process re-engineering in a call center environment; documenting processes and procedures as it relates to the application of call center technology; speak and write in a clear and understandable manner for internal/external relations and ability to communicate on a user and technical level; understand extremely complex verbal or written instructions; understand quality control standards; advanced level abilities in the use of Word, Excel, Access and other software applications desired; strong time management skills, organized, resourceful with strong interpersonal skills; possess excellent diplomacy skills. Previous experience supporting inbound and outbound call center telemarketing and fundraising programs is desired. Knowledge ordinarily acquired through attainment of a Bachelor degree and 1-2 years of operational and technical support experience, including experience in outbound dialing functions, calling list management, and telecommunications equipment. Familiarity with FCC laws and guidelines associated with outbound calling operations. Must possess a valid driver’s license.