Dialer Support Analyst

Description (Why Work Here)

We Create Opportunity ERC is a growing end-to-end solutions provider in the accounts receivable management industry servicing clients nationwide with 4,000 employees across 7 locations and 3 divisions. Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow. Join us and you will too. We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.    

  • Competitive salary
  • Uncapped referral bonus potential
  • Employee perk discounts that include local restaurants, gym memberships, event tickets, and more. 
  • Opportunities to gain valuable professional skills through on-going training
  • Career growth opportunities
  • Fun, innovative culture that will challenge you and support your growth
  • Health Benefits offered after

Responsibilities (Who we're looking for)

We Don’t Breed the Weak

 

Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.

 

Minimum Qualifications:

  • Strong communication skills (written and verbal) and the ability to work with all levels of the corporation.
  • Attention to detail with emphasis on accuracy and quality.
  • Strong problem-solving, analytical, with the ability to think and work independently.
  • Ability to prioritize efficiently while multi-tasking, dealing with interruptions and working in a high paced energetic environment.
  • Must have experience with Excel, and Outlook, experience with MS SQL a plus
  • Must have familiarity with Dialer Systems and Call Center Operations.
  • Proficient with Excel and Outlook.
  • Experience with IT ticket systems and Microsoft SQL (preferred).
  • Strong problem-solving skills with the ability to work independently.
  • Schedule flexibility. 

 

Qualifications (Why this position)

We Don’t Believe In Limits

 

We thrive on challenges, embrace the unknown and lead with an innovative spirit. And we embrace our diverse team – because our ideas come from all angles, perspectives and corners of the world.

 

The Dialer Support Analyst will work within the Performance Management Team under the direction of the Dialer and Inventory Management Supervisor to ensure optimal dialer function. They will be responsible to monitor dialer functioning, make necessary adjustments, respond to issues and requests from Operations, and accelerate problems to LiveVox support when necessary.

 

 

Responsibilities include but are not limited to the following:

 

  • Become Subject Matter Expert on all ERC dialing platforms with an emphasis on our Altice client support.
  • Provide assistance uploading dialer files, trouble-shooting contact issues and maintain reporting for Altice.
  • Function as point of contact for the dialer group on issues and escalations outside normal daytime business hours.
  • Real-time monitoring and adjustment of dialer outbound call to improve the collection efforts and connect rate.
  • Analyze data and provide recommendation to operations leadership.
  • Identify and implement improvements for campaign execution.
  • Determine need and escalate support requests with LiveVox outside normal business hours, acting as point of contact.
  • Assist with monitoring daily upload to ensure operational requirements are met.
  • Assist with changes and updates to dialing lists and requeues, manage agent access, unlock agents and provide password resets, respond to requests to add customer information to DNC or block inbound calls, and perform other operational tasks as needed to ensure continuous function of all dialer activities.

 

RESUME SUBMISSION REQUIRED FOR CONSIDERATION

 

ERC is an Equal Opportunity Employer.

Job Overview

Date Posted

04/19/2021

Department

Compliance

Location

Santo Domingo, Distrito Nacional, DO

Wage/Bonus/Pay:

Based on experience

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