Workforce Management Dialer Analyst

Why consider this job opportunity:

• Salary up to $37.98 per hour
• Competitive compensation package including base pay, bonuses, and equity
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions
• 401(k) with 100% company match up to $4,500 and immediate vesting
• Generous vacation, sick leave, and supportive family care programs
• Flexibility to work remotely from anywhere in the U.S.

• Manage and monitor the collections blended dialer to optimize pacing, penetration, and connect rates
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Collaborate with Workforce Management, Operations, and Vendor Management to align outbound strategies with servicing goals
• Analyze dialer data and performance trends to recommend actionable adjustments for improvement
• Provide real-time oversight of agent allocation between inbound and outbound queues
• Deliver clear reporting and performance updates to leadership, highlighting key results and operational recommendations

• 2+ years of experience in Workforce Management, Dialer Operations, or Contact Center Analytics in a blended environment
• Proven ability to manage and optimize dialer systems (e.g., LIVEVOX, Genesys)
• Strong analytical and technical skills with proficiency in Excel, Google Sheets, and dashboarding tools
• Experience interpreting call center metrics and using them to drive actionable recommendations
• Excellent communication and collaboration skills for cross-functional partnerships

• Bachelor’s degree in Business Administration, Data Analytics, Statistics, Economics, or a related field
• Experience developing dialer strategies to improve contact rates and campaign performance
• Proven ability to analyze dialer data for real-time adjustments in pacing and list management
• Familiarity with vendor performance management in multi-site coordination
• Advanced analytical skills, including experience with SQL or BI tools for reporting and optimization

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