Dialer Strategy Manager - Phoenix, AZ

The Dialer Strategy Manager position will be responsible for managing a staff of dialer analysts and providing direction on daily activities, execution, and troubleshooting. This position will work very closely with the business areas and the Dialer Manager in Tampa to insure consistency of the policies, procedures, MIS, and management of campaigns and strategies. A strong management background, Avaya dialer experience, and analytical skills are critical for this position.



Duties include:

Manage, coach, audit, establish metrics, and motivate a staff of up to 6 dialer analysts.

Analysis of Dialer and Calltech results to determine efficiency and recommend opportunities for improvement.

Real time campaign management to optimize performance

Partner with multiple departments and product lines to meet business objectives through leveraging the dialers.

Provide dialer support and coverage for multiple departments during operational hours.

Generate dialer MIS and adhoc reporting as requested by operations.

Work with operations management, administration team, and capacity management to identify opportunities and provide issue resolution.

Work with vendors to support the Avaya dialer, Calltech, OnQ or other related technologies on issues or new development.

Partner with technology team and other resources as needed on IVR, Genesys, CTI, MIS, and host issues to resolve production issues.

Assist in designing phone/dialer strategies and tests, executing tests, and then performing follow-up. This will require coordination with the Administration team, MIS, IT, telephony, Operation Management, etc.

REQUIREMENTS


Qualification:

Avaya v12 dialer experience

Microsoft Office skills with strengths in Access or other data management tools

Exceptional communication and management skills

Substantial knowledge of dialer equipment and operations

Familiar with Austin Logistics Calltech and OnQ products

College degree and demonstrate strong analytical ability

5+ years of Call Center or Dialer Management experience