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SSC-Dialer Administrator

Job ID RR0001W Date posted 09/14/2018
500 Chastain Center blvd
Aaron’s has a long legacy as an industry leader with continued growth. In business since 1955, we have grown to over 2,000 stores across North America built on a foundation of excellence, customer focus, quality products and services. Personally, and professionally, we hold ourselves to high standards and an unwavering commitment to do what’s right; treating every individual with respect, compassion and integrity. We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally.

As a potential Aaron’s Associate, you will share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life. You’ll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve. We like to set the bar high, roll up our sleeves and work together to out-perform the competition. You’ll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers.

The Dialer Administrator is responsible for business day to day management of the Customer Retention Dialer operations on the Genesys PureConnect platform. This includes daily telephony management, data analysis, reporting and software administration. Focus on business process and efficiencies, alongside on-time delivery will ensure success in this role.

Job Duties:
  • Manages daily task execution within the Genesys PureConnect platform
  • Identifies and executes daily strategy adjustments or enhancements to drive contact center performance
  • Creates and delivers scheduled and ad-hoc reporting for management team, business partners, and key stakeholders
  • Provides trend analysis and feedback to command center leadership focused on improved business performance
  • Communicates with multiple lines of business to ensure awareness of scheduling, tactical planning, and analysis activities
  • Manages execution of do not call programs
  • Maintains daily dialer efficiencies
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifies and evaluates state-of-the-art technologies; defines user requirements; establishes technical specifications, and production, productivity, quality, and customer-service standards; contributes information and analysis to organizational strategic plans and reviews
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems, completing system audits and analyses, managing system and process improvement and quality assurance programs
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench-marking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Education and Experience:
  • 2 years’ experience in a high-volume call center environment
  • Dialer administrative experience preferably in campaign management
  • Genesys/Interactive Intelligence PureConnect certifications preferred

Required Skills and Competencies:
  • Strong time management skills
  • Strong communication skills
  • Microsoft Office Suite proficiency

At Aaron’s, you will have access to a comprehensive benefits package that includes:

Paid time off including vacation days, sick days and holidays
Ongoing training and development
Medical, dental & vision insurance
401(k) Plan
Stock Purchase Plan
Life insurance
Disability benefits
Associate Purchase Discounts

Aaron’s is an Equal Opportunity Employer

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