Are you someone who has a talent for all things tech? Do you have knowledge of a dialer system and how it works in a call center or customer contact center environment? Can you multitask and balance many projects and duties? If so, working as a dialer administrator might be right for you.
Dialer administrators work to help ensure company call centers run as effectively and efficiently as possible. They help manage the company’s important dialer system, which routes calls, auto dials, or predictive dials outbound numbers for agents, freeing them up to do the best at their jobs.
Call centers rely on dialer technology to keep everything humming along and to maximize efficiency. As a dialer administrator, you’ll play a vital role in that process.
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
- 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
Typical work environment
Dialer administrators are typically found working independently on their computers in a separate office. They normally work the normal 40-hour workweek from 9 AM to 5 PM, Monday through Friday. However, these hours may change if there is ever a significant problem with the dialer system.
The typical work hours for a dialer administrator are from 9 AM to 5 PM, Monday through Friday in an office setting. However, longer or different hours may, at times, be necessary.
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.
The first step to becoming a dialer administrator is to earn a high school diploma or GED, with a bachelor’s degree preferred.
The telecom administration career path can have good opportunities for growth and advancement based on experience and performance. It is also essential to keep up with new computer, telephony, and related systems. Additional certifications and training courses can also add to a dialer administrator’s value and career trajectory.
US, Bureau of Labor Statistics’ job outlook
SOC Code: 49-2022
|Projected Employment in 2030||193,500|
|Projected 2020-2030 Percentage Shift||1% decrease|
|Projected 2020-2030 Numeric Shift||2,200 decrease|
The Flexographic Technical Organization offers professional skill and knowledge development opportunities, such as modules covering pertinent topics and certification programs. As with many IT-related fields, dialer administrators will need to keep up with new trends and technology in the telecom industry. The Flexographic Technical Organization offers professional skill and knowledge development opportunities, such as modules covering pertinent topics and certification programs.