Dialer Specialist

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

As a Dialer Specialist you will be responsible for managing and optimizing the performance of automated dialing systems. The role will involve configuring, monitoring, troubleshooting dialer software, collaborate with operations, analytics, and compliance teams to maximize productivity.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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POSITION RESPONSIBILITIES

Key Responsibilities:

• Configure and optimize dialer settings, including dialing modes, pacing algorithms, and call distribution strategies, to maximize agent productivity and campaign performance.
• Monitor dialer performance metrics, such as dialing penetration, connect rates, and abandon rates, and make adjustments as needed to achieve desired outcomes.
• Coordinate with campaign managers, supervisors, and team leaders to set up and launch outbound calling campaigns based on campaign requirements and business objectives.
• Manage calling lists and databases used by the dialer system, ensuring data accuracy, integrity, and compliance with regulatory requirements (e.g., Do Not Call lists).
• Segment calling lists based on campaign criteria, target demographics, and performance metrics to optimize contact rates and campaign effectiveness.
• Ensure compliance with regulatory requirements, including TCPA (Telephone Consumer Protection Act) regulations, DNC (Do Not Call) regulations, and other relevant laws governing outbound calling activities.
• Perform routine maintenance tasks, software updates, and system upgrades to ensure the reliability, availability, and performance of dialer systems.
• Troubleshoot technical issues, system errors, and performance bottlenecks, and collaborate with IT support teams to resolve issues in a timely manner.
• Generate and analyze reports on dialer performance, call outcomes, agent productivity, and campaign effectiveness to identify trends, patterns, and opportunities for improvement.
• Provide insights and recommendations to management based on data analysis and performance metrics to optimize dialer operations and drive business results.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Technical Training or Combination of Training and Experience
• 3 years' experience as a Dialer Specialist
• Comfort working with all Microsoft Office tools, especially Excel, Word, and Outlook.
• Basic understanding of data principles. Experience with Microsoft SQL Server 
• Demonstrated ability to work on diverse projects simultaneously, requiring detailed analysis, creative/practical problem solving, time management, and sound judgment
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Ability to work in a fast-paced environment, prioritize tasks, and adapt to changing business needs.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.  Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

As a Dialer Specialist you will be responsible for managing and optimizing the performance of automated dialing systems. The role will involve configuring, monitoring, troubleshooting dialer software, collaborate with operations, analytics, and compliance teams to maximize productivity.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

--------------

-

POSITION RESPONSIBILITIES

Key Responsibilities:

• Configure and optimize dialer settings, including dialing modes, pacing algorithms, and call distribution strategies, to maximize agent productivity and campaign performance.
• Monitor dialer performance metrics, such as dialing penetration, connect rates, and abandon rates, and make adjustments as needed to achieve desired outcomes.
• Coordinate with campaign managers, supervisors, and team leaders to set up and launch outbound calling campaigns based on campaign requirements and business objectives.
• Manage calling lists and databases used by the dialer system, ensuring data accuracy, integrity, and compliance with regulatory requirements (e.g., Do Not Call lists).
• Segment calling lists based on campaign criteria, target demographics, and performance metrics to optimize contact rates and campaign effectiveness.
• Ensure compliance with regulatory requirements, including TCPA (Telephone Consumer Protection Act) regulations, DNC (Do Not Call) regulations, and other relevant laws governing outbound calling activities.
• Perform routine maintenance tasks, software updates, and system upgrades to ensure the reliability, availability, and performance of dialer systems.
• Troubleshoot technical issues, system errors, and performance bottlenecks, and collaborate with IT support teams to resolve issues in a timely manner.
• Generate and analyze reports on dialer performance, call outcomes, agent productivity, and campaign effectiveness to identify trends, patterns, and opportunities for improvement.
• Provide insights and recommendations to management based on data analysis and performance metrics to optimize dialer operations and drive business results.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Technical Training or Combination of Training and Experience
• 3 years' experience as a Dialer Specialist
• Comfort working with all Microsoft Office tools, especially Excel, Word, and Outlook.
• Basic understanding of data principles. Experience with Microsoft SQL Server 
• Demonstrated ability to work on diverse projects simultaneously, requiring detailed analysis, creative/practical problem solving, time management, and sound judgment
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Ability to work in a fast-paced environment, prioritize tasks, and adapt to changing business needs.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent

          Rank & File: ₱100,000 coverage

          Supervisors/Managers: ₱120,000 coverage

• Dental Coverage

          In-house dental assistance worth ₱5,000, giving you easier access to quality care

• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Sharpen your social skills while meeting awesome people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats!

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.