Hispand Consulting is currently looking for an outstanding Systems Administrator that provides technical support to a fast-growing team of users in a dialing systems environment.
The ideal candidate should be someone with the ability to work remotely from home with minimum supervision, as well, someone with the passion to provide support and assistance.
What we are looking for.
Outbound and Inbound dialer administration / management experience.
Solid understanding of Contact Center as a Service (CCaaS) with the main responsibilities of managing outbound dialer, System performance, dialing strategies for various types of dialing methods, monitoring campaign(s) performance metrics, and supporting a team of contact center agents on as needed.
Experience working on CCaaS dialer that supports an infrastructure of up to 150 agents. Preferably in remote / work-at-home contact center environment.
Experience assisting in addressing and solving technical issues with a remote / work-at-home contact center agents.
Bi-lingual, Spanish and English is a plus, but not required.
Possess strategy thinking and agility to react and effectively manage competing priorities.
Be a problem solver who is not scared to jump into the details to figure out the best and fastest solution for long and short term fixes.
Responsible for CCaaS support across all campaigns, managing activities such as system administration, performance monitoring, risk management, incident management, reporting, and general oversight.
Analysis of dialer-output data to identify potential problems / issues.
Ensure that calls administered via Ytel predictive dialers adhere to State, Federal, and internal policies and regulations.
Find potential solutions for efficiencies, and successfully communicate internally / externally in an effort to motivate and drive positive change organizationally and for opportunities in exposure for career growth.
Perform daily uploads, downloads, and importing of relevant data for reporting, dialing, or DNC management or other various reasons to help ensure that all lines of business or campaigns are running effectively, efficiently while meeting or exceeding client goals and expectations.
Complete other duties as assigned by other team members.
Create, update, and maintain accurate documents of processes procedures, or other job-related functions dialer or non-dialer related.
Create and update dialing campaigns, filter, list strategies, and reports in response to growing and or new campaigns.
Monitor and adjust the performance of dialer systems on a regular basis.
Review and analyze upstream data sources daily to ensure quality is being met and that dialer representatives can meet performance goals and expectations.
Troubleshoot agent dialer issues or bugs by following the standardized process to reduce the risk of future issues relating to dialer functionality on agent's computers.
Create and implement new dialing campaigns and dialing lists as required by clients' needs and requests.
Update, create, and maintain campaign DID’s, ACCID’s, Lists, Queues, Groups, and any other items relating to campaigns.
Monitor and address any dialer server outages dropped calls, abandon rates, and other metrics, and coordinate with the appropriate internal / external team members and, or dialer support team to resolve issues.
Understand Reporting platform and create, or assist with building custom reports from standard reporting provided from dialer, types, and be able to identify and recommend additional reporting structures for various campaigns.
Analyze and propose system configuration changes in an effort to enhance and grow the campaigns
Salary discussed during the interview process
Work from home