Responsibilities •Perform daily Uploading, Downloading and importing of reports.Complete other duties as assigned by the Business Head.•Manage the dialer real time to ensure optimal agent productivity and data penetration as well as other key metrics.•Dialer maintenance tasks such as adding/deleting users, campaign, configuration, agent connectivity, system backups•Analysis of dialer data to identify potential problems/issues.•Monitor call flows.Create and update dialing campaigns, filter, list strategies and reports.•Monitor and adjust performance of dialer systems•Basic statistics knowledge and ability to comprehend and analyze dialer-output data.•Knowledge of auto-dialer operation/concepts.Understanding of database-design principles, data structures and optimizations. •Critical thinking skills and the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.•Strong time management and the capability to execute multiple tasks and priorities in a dynamic environment.

Responsibilities•Responsible for day-to-day monitoring of predictive dialer system, calling list imports and job statistics•Monitors closely with the lines of business and the rest of the strategy team to meet service level objectives and ensures the consistent, accurate reporting and compliance within call center groups•Monitors outbound and inbound associate performance and offers recommendations in support of all groups •Proactively works with all areas of collections to identify opportunities to apply new workforce strategies •Completes daily Quality Assurance monitoring of all call center queues •Leverages the collections data to analyze strategies, recommend improvements, and identify defects and/or areas for concern