About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships 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 new situations.
Proficiency in Microsoft Office with a focus on Excel, Access, and PowerPoint.
Skills Required
- 2-4 years of call center experience
- Experience with dialer administration
- Experience with workforce management system configuration
- Auto finance collections experience
- Associate Degree or equivalent experience
- Knowledge of dialer and workforce management system configuration and administration
- Excellent listening, verbal, and written communication skills
- Planning and organizational skills
- Proficiency in Microsoft Office, especially Excel, Access, and PowerPoint
- Ability to solve problems involving complex, high-volume, and contradictory information
- Ability to adapt to changing situations and demands
- Team-oriented relationship-building skills
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
