Description:
Objective: Dialer Engineer is responsible for the real-time Analytics of Outbound, Inbound & blended campaigns hosted on Dialer technology platform(s) and make recommendations to drive performance so to align and surpass internal as wall as Client KPI/target.
Job Description:
- Understand program performance requirements/KPIs and carry out in depth analysis of calling lists to identify optimal dialer Strategy/dialing plan to achieve required output. This will be achieved in close coordination with associated Dialer Management POC
- Lead development of predictive modeling/forecasting and analytics projects using data mining techniques
- Process and analyze raw data, forecast conclusions and develop recommendations to drive outputs to meet Client driven KPIs
- Evaluate business processes & KPIs by utilizing statistical tools to analyze the information and provide recommendations based on these results
- Assist the organization in sharing insights from analysis, disseminate results into high level presentation for senior management
- Identify, coordinate, and drive improvements (both operational and technical)
- Evaluate the productivity and profitability of campaigns and identify opportunities for improvement
- Monitoring real-time to assure optimal program performance and recommend/perform any changes as per need
- Analysis of system and application issues and working closely with Dialer Management Team to seek effective and immediate solutions
- Participating in bridges to coordinate resolution of urgent production/performance impacting issues
- Performing any other dialer Analytics and Support related duties as assigned
- Take lead on monitoring, investigating and rectifying any dialer strategy/program performance related concerns in close coordination with Dialer Management Team
To keep documentation and reporting updated in light of new updates and changes
Job Specifications:
- Minimum Bachelor degree. Degree in IT, statistics, quantitative analysis, finance, economics, data analytics
- At least 2 years of experience
- Ideal candidate must be a critical thinker with a blend of required technical skill-set, excellent communication skills, ability to work as part of a Team/s, proven ability to deliver excellent customer services and a positive “can do” attitude with an urge to learn and perform
- Strong interpersonal, verbal and written communication skills with experience/ strong knowledge of business and data analytics
- Experience in MSSQL/MYSQL querying and good understanding of data mining and date analysis
- Proficiency in Microsoft Technologies, especially Microsoft Office, Outlook and Windows with advanced working knowledge of Excel including formulas and pivot tables etc.
- Team Player with excellent interpersonal, communication, analytical and planning skills with proven abilities in client relationship management & Analytics
- Hands-on knowledge of data analysis techniques, targeting, segmentation, predictive modeling, business and marketing metrics, customer profiling and other customer classification analyses
- Working knowledge of basic programming and coding, web-services and/or web applications with experience in Visual Studio would be an added advantage
- Understanding and experience in supporting Dialer based programs and understanding of TCPA/FCC compliance will be an added advantage
- Basic knowledge of SIP based telephony infrastructure would be a plus
- Ability to relate to all levels of staff and management from multiple support wings
- Good reasoning abilities, troubleshooting & sound judgment skills
- Handling process/ procedure changes/improvements and ensuring optimal utilization of resources
- Highly focused team member and results oriented in supporting complex, deadline driven operations, able to identify goals and priorities and resolve issues in initial stages
- Ability to create a harmonious team atmosphere and interact respectfully in a calm and professional manner
- Flexibility and availability for working any time of day and any day of week (bulk of the work will be during night time) including weekends and federal holidays
- Available to provide On Call and Remote support for coverage.