Workforce Admin

Position Overview:
Our client is seeking a detail-oriented and proactive Workforce Admin to support their call center operations. The ideal candidate will manage outbound communication campaigns, ensuring optimal efficiency and compliance using advanced dialer systems.

About the company:
Our client is a leading provider of accounts receivable management solutions. They are committed to delivering exceptional service and innovative solutions to their clients. Joining our client's team means becoming part of a dynamic and supportive work environment with opportunities for professional growth.

About the Dialer System:
The dialer system used by our client is provided by TCN. TCN's advanced features include predictive dialing, compliance tools, and automation capabilities, which significantly enhance call center efficiency and effectiveness.

Responsibilities:

Campaign Management:

• Manually launch and monitor outbound telephone calls and SMS campaigns.
• Adjust dialer pacing in real-time to optimize agent performance and minimize wait times and abandoned calls.
• Utilize campaign reporting tools to track and analyze campaign performance, making data-driven adjustments as needed.
• Coordinate with the Omnichannel Manager to design and implement new campaigns based on business needs and objectives.

System Administration:

• Maintain and update the dialer system, ensuring it operates smoothly and efficiently.
• Troubleshoot and resolve any technical issues related to the dialer system promptly.
• Format and upload dialer and text files using Microsoft Excel, ensuring data accuracy and integrity.

Compliance and Quality Control:

• Ensure all outbound communications comply with relevant regulations (e.g., TCPA, STIR/SHAKEN).
• Monitor call quality and agent performance, providing feedback and recommendations for improvement.
• Utilize compliance tools provided by TCN to prevent calls to reassigned or invalid numbers and manage Do Not Call lists.

Communication and Coordination:

• Communicate campaign status, updates, and adjustments to management via Microsoft Teams.
• Collaborate with cross-functional teams to align outbound communication strategies with overall business goals.
• Provide training and support to agents on using the dialer system effectively.

Reporting and Analysis:

• Generate and analyze reports on campaign performance, agent productivity, and system efficiency.
• Present findings to management and suggest improvements based on data insights.
• Maintain accurate records of campaign metrics and performance indicators.

Additional Duties:

• Participate in regular team meetings and training sessions.
• Stay updated on industry trends and advancements in omnichannel communication technologies.
• Complete other duties as assigned by the Omnichannel Manager.

Requirements

Experience:

• At least one year of experience in call center operations and dialer administration.
• Previous experience with TCN or similar dialer systems is highly desirable.

Technical Skills:

• Proficiency in Microsoft Excel, including advanced functions for data formatting and analysis.
• Familiarity with CRM systems and contact center software.

Soft Skills:

• Excellent time management and multitasking abilities, suited to a fast-paced and dynamic environment.
• Strong communication skills, both written and verbal, for effective interaction with team members and management.
• Detail-oriented with strong analytical skills to interpret data and make informed decisions.

Benefits

• Client Relationship: You will be directly working with the client. This means that you will communicate with the client, provide services, and address any client-related matters independently.
• Payment: All payments for your services will be handled directly by the client. Elevate and Delegate is not involved in processing your payroll. Your salary will directly go to you.
• Vacation Leaves and Holidays: While we may have recommendations or guidelines regarding vacation leaves and holidays, the decision is entirely at the discretion of the client. You are expected to align your schedule with the client's business needs and any specific policies or preferences they may have in this regard.

Salary: $900 - $1200 / month

Schedule: 8:30AM - 5PM CT