Manager, Dialer Controls & Operations [84558]

Onward Search; Delaware; In loco; USD 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Program

Education Reimbursement

Descrizione del lavoro

Onward Search is seeking a Senior Dialer Controls & Operations contractor to manage dialer administration across LiveVox and AWS/Amazon Connect. The role focuses on campaign setup, optimization, compliance, and performance enhancements.

The ideal candidate will have 8+ years’ experience, hands-on tools expertise, and a track record of leading dialer teams and improving operational results through data-driven strategies.

Competenze

• 8+ years of experience in dialer operations and contact-center platforms.
• Hands-on with LiveVox and AWS/Amazon Connect.
• Strong knowledge of dialer administration, workflow configuration, and campaign optimization.
• Experience establishing controls, validating builds, launches, and reconciliations.
• Leadership or mentoring of dialer administrators preferred.

Mansioni

• Administer LiveVox and AWS/Amazon Connect dialers, including setup, outbound dialing, SMS/HCI/MO strategies, configuration, troubleshooting, and migrations.
• Validate campaign builds, launches, reconciliations, and error resolution to reduce risk.
• Develop contact strategies covering sequencing, dialing approaches, segmentation, timing, capacity, and channels.
• Provide technical oversight, establish procedures, assign ownership, and verify daily work by dialer admins.
• Monitor campaign performance, identify trends, perform root-cause analysis, and implement data-driven improvements.

Conoscenze

Dialer administration

LiveVox

AWS Connect

Campaign configuration

Outbound dialing

SMS/MOI strategies

Troubleshooting

Migration activities

Campaign performance analytics

Strumenti

Campaign configuration

Descrizione del lavoro

Dialer Controls & Operations is a contract position with our client. This role manages dialer administration, campaign controls, strategy, and performance across LiveVox and AWS/Amazon Connect. The position supports accurate launches, operational compliance, team effectiveness, and continuous campaign improvement.

Responsibilities:

• Administer LiveVox and AWS/Amazon Connect dialers, including campaign setup, outbound dialing, SMS/HCI/MO strategies, configuration, troubleshooting, and migration activities.
• Validate campaign builds, required controls, launches, reconciliations, and error resolution to reduce operational and compliance risk.
• Develop contact strategies covering campaign sequencing, dialing approaches, segmentation, timing, capacity, and channel utilization.
• Provide technical oversight, establish procedures and job aids, assign ownership, and validate daily work completed by dialer administrators.
• Monitor campaign performance, identify trends and issues, conduct root-cause analysis, and implement data-driven improvements.

Qualifications:

• 8+ years of experience
• Hands-on experience with LiveVox and AWS/Amazon Connect.
• Strong knowledge of dialer administration, campaign configuration, outbound dialing, SMS/HCI/MO strategies, troubleshooting, and migration activities.
• Experience establishing controls and validating campaign builds, launches, reconciliations, and operational results.
• Expertise in dialer strategy and optimization, including sequencing, segmentation, timing, capacity, and channel utilization.
• Experience leading or developing dialer administrators and overseeing technical operations and performance analytics.

Perks and Benefits:

• Medical, Dental, and Vision Insurance.
• Life Insurance.
• 401(k) Program.
• eLearning and Ongoing Training.
• Education Reimbursement.
• Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.