Dialer Administrator Career Guide

Sample job description

A dialer administrator plays a critical role in every call center and customer contact center environment by making sure the dialer system is working properly and efficiently. These workers are required to be experts in the dialer system, which includes routing calls and automating the process of dialing numbers. The dialer administrator is also in charge of reducing the cost of making phone calls by reducing repetitive and error-prone work.

[Your Company Name] is searching for a seasoned dialer administrator that has the proper experience in using a dialer system while understanding the basic principles associated with data structure and optimizations. If you have good critical thinking and communication skills that complement your work as a dialer administrator, we would love to have you on our team!

Typical duties and responsibilities

• Perform daily uploads, downloads, and importing
• Ensure and document outbound dialer activity
• Analyze dialer-output data to identify potential problems and issues
• Run payment report regularly
• Create and update dialing campaigns, filter, list strategies and reports
• Monitor and adjust the performance of dialer systems
• Complete other duties as assigned

Education and experience

This position requires a high school diploma or GED; a bachelor’s degree is preferred. Also required is at least one year of experience in a call-center environment.

Required skills and qualifications

• Knowledge and experience in using a dialer system
• Intermediate to advanced proficiency level with Microsoft Excel
• Basic statistics knowledge and ability to comprehend and analyze dialer-output data
• Knowledge of auto-dialer operations and concepts
• Understand database-design principles, data structures, and optimizations
• Critical thinking skills and the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Strong time management skills and the capability to execute multiple tasks and priorities in a dynamic environment
• Excellent oral and written communication skills

Preferred qualifications

• At least 1 year in a call-center environment
• Knowledge and experience in using a dialer system
• Intermediate-advanced proficiency level with Excel
• Basic statistics knowledge

Available certifications

There are many certifications available to dialer administrators that would help them develop the skills needed in this field. Check out the following: 

• Excel Associate Certification. Excel is increasingly being used in almost every industry, especially in technology, so it is important for every dialer administrator to know the ins and outs of Excel. This certification teaches the fundamentals of Excel by making sure each student knows how to effectively create and manage worksheets and workbooks. With 150 hours of instruction and hands-on experience, every participant will be able to share their new expertise with any potential employers they plan on impressing. 

• Interaction Dialer Certified Engineer (IDCE) Training. If you’re looking to go above and beyond for your training, then earning the Interaction Dialer Certified Engineer certification is a great option. This course will teach students the database requirements for Dialer, the functionality of Interaction Dialer, configure campaigns, and Dialer licensing. The IDCE Training is a perfect certification to add to your resume to demonstrate your competence as a dialer administrator.