apree health brings together a best-in-class engagement platform with an advanced primary care model to provide a vastly better health and care experience, improve outcomes, and significantly lower the total cost of care for a population.
Outbound Engagement Dialer Administrator
Job Summary:
apree health is searching for a talented and analytical professional to join our team as a Five9 Outbound Dialer Administrator and Salesforce Analyst. In this role, you will be responsible for managing and optimizing our outbound dialing campaigns using Salesforce Service Cloud, and the Five9 dialer platform, as well as analyzing workforce data to ensure efficient call center operations. Your expertise in both dialer administration and workforce analytics will be instrumental in driving productivity, enhancing performance, and achieving our business objectives. If you have a passion for leveraging technology and data to optimize call center operations, we encourage you to apply.
Responsibilities:
- Outbound Dialer Administration:
- Configure and maintain outbound dialing campaigns in Salesforce Service Cloud and sync them with related lists on the Five9 platform.
- Set up and manage dialing parameters, such as dialing modes, pacing, and call routing.
- Ensure compliance with regulatory guidelines, including TCPA and DNC regulations.
- Monitor and optimize dialing strategies to maximize agent productivity and campaign performance.
- Analyze dialing data and provide actionable insights to improve campaign effectiveness.
- Workforce Analysis:
- Analyze call center data and generate reports on key performance metrics, such as service level, average handle time, and agent adherence.
- Identify trends, patterns, and areas for improvement in workforce performance.
- Forecast staffing requirements based on historical data, call volumes, and service level goals.
- Optimize scheduling and staffing plans to ensure adequate coverage and minimize overstaffing or understaffing.
- Collaborate with the workforce management team to implement effective strategies for meeting service level goals.
- System Configuration and Maintenance:
- Administer the Five9 dialer system, including user accounts, permissions, and system settings.
- Administer Five9 Dialing lists in Salesforce Service Cloud
- Collaborate with IT teams to integrate the dialer platform with other systems, such as CRM software and workforce management tools.
- Perform regular system maintenance tasks, including software upgrades and patch management.
- Troubleshoot and resolve technical issues related to the dialer platform and campaign performance.
- Reporting and Insights:
- Develop and generate regular and ad-hoc reports on dialer performance, campaign effectiveness, and workforce metrics.
- Present findings and recommendations to management for continuous improvement.
- Create and maintain performance dashboards and real-time monitoring tools.
- Identify opportunities for process enhancements and provide actionable insights to improve efficiency and productivity.
- Training and Support:
- Conduct training sessions for call center agents and supervisors on using the dialer system effectively.
- Provide technical support to users, troubleshoot issues, and offer guidance on best practices.
- Collaborate with cross-functional teams to ensure smooth integration and alignment of outbound dialing and workforce management operations.
Requirements:
- Bachelor’s degree in a relevant field or equivalent work experience.
- Strong understanding of Salesforce Service Cloud/Health Cloud, managing objects & records within Service Cloud,
- Experience as a Five9 Outbound Dialer Administrator and Workforce Analyst or similar roles.
- In-depth knowledge of the Five9 dialer platform, including configuration, administration, and optimization.
- Strong understanding of call center operations, outbound dialing strategies, and workforce management principles.
- Proficiency in workforce management tools and techniques, such as forecasting, scheduling, and adherence monitoring.
- Advanced analytical and problem-solving skills, with the ability to interpret and leverage data for decision-making.
- Excellent communication and interpersonal skills to collaborate effectively with stakeholders.
- Detail-oriented with a strong focus on accuracy and adherence to compliance regulations.
- Ability to multitask, prioritize work, and meet deadlines in a fast-paced environment.
- Flexibility to adapt to changing business requirements and technological advancements.
Join our team and play a vital role in optimizing our outbound dialing campaigns and workforce operations using the Five9 platform. Apply today and contribute to the success of our dynamic and customer focused team.
If you reside in a state that is eligible to receive additional information about the compensation and benefits for this role, please send an email to [email protected]
