Brady Corporation Jobs (1)

Job Description

What We Need :

The Jr. Data Analyst (Dialer Administrator) will work cooperatively to manage all call center inbound or outbound campaigns and support users that utilize the automatic dialer.

This position is responsible for the strategic analysis and reporting of campaign performance, as well as workforce management planning.

The Dialer Administrator is an important strategic role and is responsible for Adhoc reporting, supports general business operations, and involves exercising decisions and discretion on matters affecting the business and works together with management.

What You Will Be Doing :

• Ensure the smooth daily management and operation of the automatic dialer (Five9) and CRM (Salesforce).
• Create and manage inbound / outbound calling campaigns, statistical information, statistical reporting, problem resolution, and manage interdepartmental communications as it relates to the automatic Dialer operations.
• Manage daily download (up-sell file) from the host system (SAS), create call filters based on marketing strategies; create and edit outbound call tables based on the strategy.
• Build, manage and maintain all monthly telemarketing campaigns based on strategic dialing attributes and the list setup instructions.

Ensure tests are executed correctly and on time.

• Partner closely with vendors, IT, and strategy team to meet business objectives to ensure consistent, accurate execution, reporting and management of dialer operations.
• Create, assign and delete user / supervisor profiles for the dialer.
• Create and publish daily agent / campaign stack rank and dialing strategy.
• Mitigate agent idle time by executing agent backup assignments based on the dialing plan / campaign stack rank.
• Create and publish the daily KPI reports.
• Create and manage databases for ADHOC reporting.
• Partner, contact and report all issues pertaining to the dialer’s functionality to proper vendor and IT support and strategy team.
• Manage and update vendor cases and problem log.
• Create and send daily files to the data warehouse.
• Exercise discretion and independent judgment in dialer operations responsibilities.
• Accustom to frequent strategy changes and ability to adapt easily.
• Assist and support in other aspects of the Company’s business, such as end-user assistance, reports analysis, and ad hoc programming when requested.
• Strategically develop and support scripts to be used by the call center in contacting customers and for the creation of online statistics reports to be used by site managers and other points of contact involved.
• Develop and support tools to be used for validation / quality audit of campaign inventory against marketing list pull instructions.

What you Need to be Successful :

• Minimum 3 years work experience with an enterprise call center managing dialer with at least 50 seats.
• Minimum 2-year degree.
• Experience working with SQL and database management skills.
• Advance knowledge of Microsoft Excel.
• Clear understanding of communications technology to support the business.
• Experienced to manage auto-dialer programming, strategic reporting systems, and call recording systems.
• Ability to flex and adapt to various work schedules as required to perform duties onsite and remotely as required to support the business.
• Strong analytical and organizational skills.
• Excellent written and verbal communication skills.
• Experience with workforce management solutions.
• Ability to work in a fast paced environment with frequent strategy changes.
• Ability to develop and prepare dialer analysis and recommendations.
• Ability to utilize data management systems to maximize workforce productivity.
• Experience refining processes in a call center environment.
• Queue Management skills.

Desired Knowledge, Skills & Abilities :

• Demonstrates the traits of being responsible, accountable, respectful, and a team player.
• Adapt to strategic changes easily and quick thinking.
• Proactive and Positive attitude.
• Strong attendance and time management skills.
• Works well under pressure to meet deadlines.
• Strong attention to details, resourceful, troubleshooting issues and errors.

Benefits :

• Complete insurance coverage with many starting on the first day of employment medical, dental, vision, life.
• 401K with company match.
• Bonus opportunity.
• Tuition Reimbursement.
• Paid Vacation and Holidays.