About IntouchCX IntouchCX is a global leader in customer experience management digital engagement and AI and automation solutions We immerse ourselves in your world with curiosity creativity and innovation to deliver exceptional results For over 20 years we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change About the Job We re looking for a detail-oriented Dialer Administrator to manage our in-house dialer system monitor vendor productivity and drive workforce efficiency The Dialer Administrator plays a critical role in supporting the business to achieve the customer contact goals by administering the in-house dialer including system configuration execution of daily dialer strategy monitoring performance and reporting In addition to dialer administration this position will support intraday workforce management processes as needed This role is also responsible for monitoring and adjusting early-stage inbound call allocation between our vendors and client As Dialer Administrator You Will Be in charge of dialer administration including opening closing processes intraday monitoring of dialer performance execution of daily dialer strategy and publishing of reports Track Intraday inbound call volume and allocation change requests Provide front-line support for system and operational issues affecting operations including issue tracking and resolution Hold meetings with operations leaders to discuss productivity concerns or positive trends Monitor agent dialer schedule adherence and follow up with management agents to ensure maximum staffing Actively participate in coaching and development sessions trainings to co-create solutions that enhance individual performance and overall department team performance As Dialer Administrator You Need A minimum of 2-4 years of call center experience auto finance collections preferred including dialer administration and WFM system configuration An Associate Degree or equivalent experience Knowledge of dialer and WFM system configuration and administration The ability to take on new opportunities and tough challenges with a sense of urgency high energy and enthusiasm An adapting approach demeanor in real-time to match the shifting demands of different situations The ability to make sense of complex high-quantity and sometimes contradictory information to effectively solve problems Excellent communication skills listening verbal and written A resourceful team player mindset excelling at building trusting relationships with customers and peers A results-driven achiever with exemplary planning and organizational skills Self-confident attitude and positive demeanor The ability to cope well with change and comfortably adapt to current situations Proficiency in Microsoft Office with a focus on Excel Access and PowerPoint