Dialer Expert

The Dialer Expert is responsible for the strategic planning, implementation, and optimization of the automated dialing system (Advance List management – ALM) within the Westpac Collections Program. This role requires a deep understanding of dialer functionalities, collections strategies, compliance regulations, and data analytics to maximize agent productivity, contact rates, and recovery while adhering to all legal and ethical standards. The Dialer Expert will collaborate closely with collections leadership (onshore and offshore), IT, and compliance teams to ensure the dialer effectively supports the program's objectives.

Responsibilities:

• Dialer Strategy and Optimization: Develop and implement dialer strategies to optimize contact rates, penetration, and agent talk time while minimizing dropped calls and maximizing right-party contacts. Continuously analyze dialer performance metrics and make data-driven adjustments to improve efficiency and effectiveness.
• Campaign Management: Design, configure, and manage outbound and inbound dialing campaigns, including call pacing, filtering, and scheduling, to align with collection strategies and priorities.
• List Management: Oversee the loading, segmentation, and maintenance of calling lists, ensuring data accuracy and compliance with data privacy regulations. Implement strategies for list prioritization and recycling to maximize contact opportunities.
• Compliance and Regulatory Adherence: Ensure all dialer operations comply with federal, state, and local Australia regulations, including internal policies. Implement and monitor adherence to call recording, consent management, and other compliance requirements.
• Performance Monitoring and Reporting: Develop and maintain comprehensive reports on dialer performance, agent productivity, and campaign effectiveness. Analyze trends, identify areas for improvement, and present findings to collections leadership.
• System Configuration and Maintenance: Collaborate with IT to configure and maintain the dialer system, troubleshoot technical issues, and implement system upgrades or enhancements. Ensure the dialer integrates effectively with other collections technologies and platforms.
• Agent Productivity and Efficiency: Implement dialer strategies and configurations that empower agents to work efficiently and effectively. Analyze agent performance data in relation to dialer settings and recommend adjustments to optimize productivity.
• Testing and Implementation: Conduct thorough testing of new dialer strategies, configurations, and system updates before full implementation. Monitor the impact of changes and make further adjustments as needed.
• Collaboration and Communication: Work closely with collections managers, supervisors, agents, IT, and compliance teams to ensure alignment and effective communication regarding dialer strategies, performance, and any related issues.
• Training and Documentation: Develop and deliver training materials and documentation for collections staff on dialer usage, best practices, and compliance requirements.

Qualifications:

• Bachelor's degree in a related field (Business Administration, Information Technology, etc.) or equivalent experience.
• Minimum of 2 years of experience managing and optimizing automated dialing systems (e.g., Advance List management, Aspect, Genesys, Five9, Noble Systems) in a collections environment.
• Deep understanding of collections processes, strategies, and performance metrics.
• Strong knowledge of Australia regulations governing telephone communications
• Proficiency in data analysis and reporting tools (e.g., Excel, SQL, CRM reporting).
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication, interpersonal, and presentation skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with call recording systems and quality monitoring processes.

Preferred Qualifications:

• Knowledge with Advance List Management as a dialer platform
• Experience with predictive, progressive, and preview dialing modes.
• Knowledge of scripting and workflow automation within dialer systems.
• Certifications related to call center technology or compliance.

Skills:

• Dialer System Management – Knowledge on Advance List Management is a +
• Campaign Management
• List Management and Segmentation
• Data Analysis and Reporting
• Australia Regulatory Compliance
• Performance Optimization
• Technical Troubleshooting
• Communication (Written and Verbal)
• Collaboration
• Training and Documentation
• Problem-Solving
• Time Management