Position Purpose:
The Dialer Tactician ensures optimal performance of dialer platforms that support the First Party, Third Party, Financial Services, and Uninsured Motorist departments within the RM and Subrogation divisions. This role designs, tests and implements dialer campaigns to maximize right-party contacts and increase net recoveries. The Dialer Tactician monitors performance metrics, analyzes productivity trends, and recommends strategy adjustments to improve results. Working closely with IT, Operations, Workforce Management, and Compliance, the role helps develop and deploy efficient, effective, and compliant dialing strategies. The Dialer Tactician also collaborates with dialer vendors and the Afni Telephony team to design solutions that support operational and strategic objectives.
Essential Functions and Responsibilities:
- Ensures optimal execution of all voice, sms and email campaigns in alignment with departmental strategy, where applicable.
- Develops and maintains dialer reports for clients and internal stakeholders, conducting both regular and ad hoc analyses to support operational needs and performance improvement.
- Analyzes key performance indicators and adjusts dialer strategies to ensure optimal performance.
- Partners with team members to maintain call flows, message templates, agent team mapping and all supporting documentation.
- Assists with the installation of new systems and the upgrade of existing dialer software, hardware, and infrastructure.
Minimum Job Requirements:
- High school diploma required. Post-secondary education preferred.
- 2-3 years of prior dialer operation experience strongly preferred.
- 2-3 years production experience in a high-volume call center required.
- Ability to work collaboratively and adjust to shifting demands and priorities.
- Ability to respond to and address production impacting outages or issues outside of peak operating hours.
- Strong computer skills including MS Office required. Knowledge of dialer software strongly preferred.
Skills Required
- High school diploma required
- Post-secondary education preferred
- 2-3 years of prior dialer operation experience strongly preferred
- 2-3 years production experience in a high-volume call center required
- Strong computer skills including MS Office required
- Knowledge of dialer software strongly preferred
Afni, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Afni, Inc. and has not been reviewed or approved by Afni, Inc..
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Strong & Reliable Incentives — Incentive programs (performance-based and referral) are available in many roles and can add to earnings when targets are met. The pay-and-bonus structure is described as a positive aspect in certain positions.
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Leave & Time Off Breadth — Paid time off for holidays and vacations is part of the package. Training periods also include additional holiday time, indicating a defined time-off offering.
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Wellbeing & Lifestyle Benefits — Tuition reimbursement up to $5,250, a casual “Dress for Your Day” policy, and on-site events provide added non-cash value. Full-time schedules and referral rewards are also positioned as perks.
Afni, Inc. Insights
What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers. In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
