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Call Centre Operations- Dialer Management

job details

summary

    job details
    Our client, a leader in the telecommunications industry, is looking for a Senior Analyst, Dialer Management for their call centre operations team in the Burlington area!

    Are you a call centre operations professional with Five9 dialer implementation experience? If so, we are excited to hear from you!


    This is a permanent position
    Start date: As soon as possible
    Salary range: $75k-$90k based on experience
    Hours of Operation: Mon-Fri 9-5pm
    Benefits from day 1
    Wellness spending account

    Advantages
    Permanent Opportunity
    3 weeks Vacation
    Sick and personal days
    Wellness Spending Account
    All equipment provided
    Health and dental benefits
    Discounted services

    Responsibilities
    - Establishing the strategy to deliver and maintain best-in-class practices that maximize the ROI
    - Develop and monitor performance, controls, benchmarking, and highlight improvement opportunities
    - Direct strategic, technical, and analytical responsibilities
    - Developing the dialer strategy for residential, business, and collections users
    - Optimize dialer ROI by establishing performance KPIs like dropped calls, and abandoned rates to optimize call handling processes
    - Resolve user issues using in house ticketing system and processes
    - Implementation of a Five9 Dialer technology
    - Create, maintain, and manage dialing lists and campaigns
    - Perform route data analysis
    - Communicate with management and business users to define, monitor, and implement strategies to optimize performance

    Qualifications
    High School diploma required
    Post-Secondary education is an asset
    Bilingual (French) is an asset
    Minimum 3 years experience in call centre operations and analytics
    Detail-oriented, analytical, self-motivated
    Comfortable with call centre concepts
    Experience managing outbound dialer software preferred (Five9)
    Advanced level of MS Suite including Visio and SQL


    Summary
    If you are interested click APPLY and please send your resume to luda.zadorovich@randstad.ca and/or Michael.bertolini@randstad.ca with the subject line "Dialer Management"

    Only qualified candidates will be contacted.

    We look forward to hearing from you

    Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

    Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
    Our client, a leader in the telecommunications industry, is looking for a Senior Analyst, Dialer Management for their call centre operations team in the Burlington area!

    Are you a call centre operations professional with Five9 dialer implementation experience? If so, we are excited to hear from you!


    This is a permanent position
    Start date: As soon as possible
    Salary range: $75k-$90k based on experience
    Hours of Operation: Mon-Fri 9-5pm
    Benefits from day 1
    Wellness spending account

    Advantages
    Permanent Opportunity
    3 weeks Vacation
    Sick and personal days
    Wellness Spending Account
    All equipment provided
    Health and dental benefits
    Discounted services

    Responsibilities
    - Establishing the strategy to deliver and maintain best-in-class practices that maximize the ROI
    - Develop and monitor performance, controls, benchmarking, and highlight improvement opportunities
    - Direct strategic, technical, and analytical responsibilities
    - Developing the dialer strategy for residential, business, and collections users
    - Optimize dialer ROI by establishing performance KPIs like dropped calls, and abandoned rates to optimize call handling processes
    - Resolve user issues using in house ticketing system and processes
    - Implementation of a Five9 Dialer technology
    - Create, maintain, and manage dialing lists and campaigns
    - Perform route data analysis
    - Communicate with management and business users to define, monitor, and implement strategies to optimize performance

    Qualifications
    High School diploma required
    Post-Secondary education is an asset
    Bilingual (French) is an asset
    Minimum 3 years experience in call centre operations and analytics
    Detail-oriented, analytical, self-motivated
    Comfortable with call centre concepts
    Experience managing outbound dialer software preferred (Five9)
    Advanced level of MS Suite including Visio and SQL


    Summary
    If you are interested click APPLY and please send your resume to luda.zadorovich@randstad.ca and/or Michael.bertolini@randstad.ca with the subject line "Dialer Management"

    Only qualified candidates will be contacted.

    We look forward to hearing from you

    Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

    Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.