Dialer Administrator
Location:
Sandy , Utah
Posted:
October 22, 2017
Reference:
167599

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.



Military Experience Welcome!
Summary:
Responsible for implementing and maintaining dialer strategies while ensuring that all campaigns are in compliance with statutory and regulatory obligations and all internal control requirements. Provides technical expertise to ensure the Predictive dialer system functions efficiently while integrating with the inbound call system.
Core Responsibilities:
Perform queries, real time and historical analyses, design, coding, documentation, testing, and implementation of outbound dialer jobs/campaigns, reports, and scripting.
Maintain a full understanding of the company's key data and systems' architectures, including how these systems fit within the overall business.
Implement, manage and maintain daily operation of the dialer jobs/campaigns and services.
Monitor and adjust dialer pacing throughout the work day to maximize dialer utilization and efficiency while balancing service levels working with appropriate support teams.
Revise dialer jobs/campaigns in real-time based on business needs.
Build jobs/campaigns and have ready for execution by site start time.
Develop, maintain and refresh dialer files for weekend calling jobs/campaigns.
Administer all jobs/campaigns on the dialer to ensure proper coverage and penetration is achieved.
Modify existing and/or create new dialer jobs/campaigns and scripts to meet business requirements that run efficiently within the structure of the current systems' environment according to company policies.
Learn and adapt new technology to business processes and technical problems.
Work with managers and supervisors to design/modify necessary reporting.
Analyze processes and automate manual processes relative to dialer jobs/campaigns and phone system integration.
Create daily, weekly and monthly analysis of job/campaign results.
Work with management to assist with staffing analysis based on incoming and outbound call volumes and required outbound job/campaign volumes.
Propose and implement changes deemed necessary for the overall achievement of collection/loss mitigation goals.
Generate and distribute dialer/call results and month end reports.
Develop and maintain internal control, setting benchmarks and giving feedback to support team on specific areas of improvement in order to achieve the set benchmarks.
Manage and support outsourcing agencies by sharing best practices and identifying areas of needed improvement.
Monitor and report on agent activity and behavior.
Other duties as assigned.

Education Level
- Bachelor's Degree or Equivalent

Field of Study
- Information Sciences, Technology, Computer Science

Years of Experience
-5 years or more of dialer experience preferable with Avaya POM or equivalent
-5 years or more MS SQL experience
-5 years or more MS Excel experience
-call center experience a plus



Comcast is an EOE/Veterans/Disabled/LGBT employer


A little about us:
Comcast brings together the best in media + technology. We drive innovation to create the world's best entertainment and online experiences.

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