Dialer Implementation Specialist

The Dialer Implementation Manager will take lead in providing technical direction and solutions as it relates to the implementation and administration of new Interactive Intelligence (I3) dialing platform. Duties will include but not be limited to programming agent scripts, designing call flows, workforce management of blended dialing environment and reporting on performance metrics.

Location: Tampa, FL or Remote-nationwide

Department: Ops-Core

Reporting to: Sr Mgr, Telecommunications

Essential Functions:

  • Conduct regular audits of dialer statistics to verify adherence with regulatory guidelines (State, Federal, CMS).
  • Research, understand, problem solve and report root cause of metric variances and propose possible business solutions.
  • Responsible for day to day execution and monitoring of the outbound dialer campaign performance for agentless, agent preview, power/predictive, and manual dial campaign types.
  • Represent department in various task forces/committees, and presenting to executive and other senior leadership.
  • Function as dialer SME and be primary point of contact for dialer strategies.
  • Develop and maintain interdepartmental relationships to ensure proper involvement, cooperation and communication of changes are executed appropriately.
  • Manage dialer performance metrics to company standards including Service Levels, Occupancy, Call Routing, Penetration Rate, to ensure KPI's are surpassed.
  • Supports concurrent projects in an organized manner and meets agreed upon SLAs.
  • Participates in the formulation of implementation time estimates, and leverages cross-functional relationships.
  • Work with workforce management to balance workforce management to ensure optimal utilization of resources, balance systems interactions that integrate with the dialer and to support service level objectives allowing for accurate and effective schedule production in line with forecasted requirements.
  • Supports concurrent projects in an organized manner and meets agreed upon SLAs.
  • Manage and adjust dialer schedules, rules, and polices to optimize dialer and individual campaign performance.
  • Develop and maintain comprehensive reports providing management with visibility to processor/team productivity and other departmental metrics.
  • Develop, document, and implement process improvement opportunities.
  • Ability to create and maintain time zone mapping by contact zip codes and/or area code.
  • Analyze trends, identity opportunities and recommend process and/or operational improvements.
  • Monitor and adjust inbound priority of blended inbound and outbound queues to ensure both inbound and outbound service levels. Monitor and adjust outbound pacing of predictive campaigns.
  • Create, edit, scrub, and distribute call lists to ensure appropriate formatting for dialer load and vendor consumption. This would include time zone and daily exportation process of results. Ability to automate import and export of contact lists.
  • Maintain and support agentless campaigns. Calibrate with business units and developers to ensure an excellent customer experience
  • Responsible for coordination and setup of new vendor agents and supervisors including system access and training coordination. Calibrate with agents and supervisors to assist with excellent agent and customer experience with custom scripts.
  • Provide ongoing operational analysis of process components, while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key performance indicators.
  • Implement dialing stragegy to include predictive, preview, and manual campaigns in combination with attended messaging and blast campaigns.
  • Perform all other related duties as assigned.
  • Create, edit, scrub, and distribute call lists to ensure appropriate formatting for dialer load and vendor consumption.
  • Represent department in various task forces/committees, and presenting to executive and other senior leadership.
Additional Responsibilities:
    Candidate Education:
    • Required A High School or GED
    • Preferred A Bachelor's Degree in a related field Technology or Business
    Candidate Experience:
    • Required 3 years of experience in Dialer Management / Dialer Administration experience
    • Required 2 years of experience in I3 Dialer/CIC system (CaaS) or Similar Systems
    • Required 2 years of experience in Reporting, metrics analysis, quality and or related function
    • Required 1 year of experience in Workforce Management (IEX)
    Candidate Skills:
    • Intermediate Demonstrated time management and priority setting skills
    • Intermediate Demonstrated interpersonal/verbal communication skills
    • Intermediate Ability to implement process improvements
    • Intermediate Other Familiarity with Federal and State Laws for Outbound Dialing
    Licenses and Certifications:
    A license in one of the following is required:
      Technical Skills:
      • Required Advanced Microsoft Excel
      • Required Advanced Microsoft PowerPoint
      • Required Advanced Microsoft Word
      • Required Intermediate Other Database,/Access/SQL

        About us
        Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.