Deskripsi Pekerjaan
Join Sutherland's global team as a Lead Dialer Administrator and drive operational excellence in call center technology management. This pivotal role combines technical expertise with team leadership to optimize dialer systems for maximum efficiency and performance. You'll be instrumental in configuring, monitoring, and maintaining dialer platforms while mentoring a technical team to ensure seamless operations. This position offers a unique opportunity to shape dialer strategies, troubleshoot complex system issues, and contribute to cutting-edge contact center solutions in a dynamic international environment.
As a key technical leader, you'll collaborate with cross-functional teams to implement dialer enhancements, analyze performance metrics, and ensure compliance with industry standards. The role demands proactive problem-solving skills and the ability to translate business requirements into technical solutions. With competitive compensation and growth opportunities, this position is ideal for experienced dialer professionals seeking to advance their careers in a global technology enterprise.
Tanggung Jawab
- Lead and mentor a team of dialer administrators in daily operations and system maintenance
- Configure, troubleshoot, and optimize dialer systems for peak performance
- Monitor dialer metrics and implement corrective actions for performance issues
- Develop and maintain documentation for dialer configurations and procedures
- Collaborate with IT and operations teams on system integrations and upgrades
- Ensure compliance with security protocols and regulatory requirements
- Analyze call data to identify optimization opportunities and implement improvements
Kualifikasi
- 5+ years of experience in dialer administration with 2+ years in team leadership
- Expertise in call center dialer technologies (Avaya, Genesys, or similar platforms)
- Strong knowledge of VoIP protocols and telephony infrastructure
- Proven experience with performance monitoring tools and data analysis
- Certification in dialer systems or related technical field preferred
- Excellent problem-solving skills with ability to troubleshoot complex technical issues
- Strong leadership abilities with experience in team mentoring and development
- Ability to work in a global, fast-paced environment with flexible hours