Dialer Strategy Specialist
Westlake Village | California | United States
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The Dialer Strategy Specialist is responsible for building, monitoring, and refining strategies to optimize the New Voice Media dial lists and system settings to maximize touch rates, conversion rates and sales productivity. This role will partner with the Campaign Program Manager, Sales, and Marketing in managing dialer campaigns to ensure all operating hours are covered. They will also monitor all campaigns to determine overall strategy and design of calling campaigns are meeting regulatory and operational guidelines while also exceeding established goals including but not limited to Intensity Rate, Contact Rate, Abandon & Abort Rates. The Dialer Strategy Specialist will also be responsible for execution of all agent statistics and reporting all issues to a line of business Supervisors and Managers.
Performing the mechanics required to maximize production within the dialing platforms such as changing the campaign dialing levels based on agent and inbound call activity.
Real-time monitoring of campaigns, dialer agents, calling list penetration, and statistics to ensure agents are fully utilized & dialing plans are executed successfully.
Achieving desired penetration and contact rates necessary to meet sales and renewal goals.
Develop and maintain necessary data to accurately report on performance, forecast workloads, and developed dialing plans to enable agile management of sales and marketing performance.
Communicate effectively with internal stakeholders regarding dialer capabilities and execution of strategies.
Knowledge of what sales system-views and processes will be most effective to maintain or increase sales productivity - in an environment of a high-performing and highly agile inside sales floor.
Evaluate and juggle priorities balancing focus and work with the marketing, training, and sales team members to support their customer engagement objectives.
Create processes to manage and re-assign sales opportunity to improve contact and conversion rates of leads and other call initiatives.
Partner with the Campaign Program Manager, Sales and Marketing leadership to Manage all customer lists, and optimize the quantity of information in customer records in a single location. Collaborate with other product groups to create cross-referenced customer lists, eligibility lists, and ensure that the company optimizes efforts by working with the best and most complete centralized customer information.
Collaborate with Sales, Marketing and Sales Operations to create reports, dashboards and other processes that allow management and sales to track progress on revenue, renewals, collections, cancellations, and sales activities.
Provide QA support for new projects related to the optimization of the power dialer platform including pre and post launch troubleshooting.
Have a good eye for identifying areas of need, and bugs/process flaws. Be able to properly size these issues and find solutions, or report to the necessary business partners when needed.
Demonstrated ability to build, launch and manage pools/campaigns in New Voice Media or similar power dialing platforms
Experience with Salesforce and the integration between power dialer and telephony systems
Technology oriented including knowledge of basic technical troubleshooting, able to resolve basic front line issues, and provide detailed and clear issue information for escalated troubleshooting
Experience in creating logics and reports for production and analytic review
Previous Lead or technical support experience a plus
Self-motivated, and able to stay focused without supervisor intervention.
Solid attendance record and schedule adherence.
Skilled in Google Suite
Excellent communications skills both written and verbal
The ability to lead by example and keep team members engaged