Manage grant processes for Indiana's Rural Health Transformation Program, ensuring compliance and tracking expenditures. Collaborate with stakeholders and support program leadership with data - driven updates.
About the role
- Dialer Administrator providing day-to-day administration and support for high-volume contact center operations. Analyzing, troubleshooting, and developing operational functions of the Contact Center platform.
Responsibilities
- Provide day-to-day administration and support to analyze, troubleshoot, and develop operational functions of the Contact Center platform
- Assist with the development of Omnichannel, IVR, and dialer interaction for a high-volume contact center
- Develop a comprehensive understanding of multiple platforms, including predictive, preview, and automatic outbound dialing applications
- Support the development of the Five9 platform as an SME for inbound/outbound, Omnichannel strategies
- Support the daily list management process and load balancing from various CRM systems
- Establish a working relationship with internal and external business partners
- Ensure system readiness each day of production reducing outages or delays
- Support optimization outbound campaign technology attributes to ensure compliance
- Regular analysis of campaign results and call center KPI's
Requirements
- Awareness of omnichannel strategies for outbound contact to include IVR, SMS, Email, and Chatbot
- Experience in Five9, MailChimp, Google, and basic ticketing systems
- 2 years of experience in a contact center environment
- Demonstrated knowledge and understanding of call center KPI metrics
- Knowledge and understanding of call center compliance and controls TCPA, state and federal regulatory guidelines, and Ancora’s Media Compliance Handbook
- Excellent time management and organizational skills
- Strategic and independent thinker
- Strong problem-solving and analytical skills with attention to detail
- Proficiency with Google suite
- A solid work ethic, high integrity, positive attitude, and strong attention to detail.
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