Dialer Admin Supervisor

Nsight Health

6d•$70,000 - $90,000•Remote

About The Position

We are seeking an experienced Dialer Admin Supervisor to oversee and optimize our Five9 dialer operations, OutboundANI strategies, and contact center performance. This role is responsible for managing dialer efficiency, ensuring compliance with industry regulations, and implementing data-driven strategies to maximize contact rates and conversion efficiency. Additionally, the Dialer Admin Manager will lead a team of Dialer Administrators, driving continuous improvements in outbound performance, list management, IVR workflows, and spam remediation. The ideal candidate has a deep understanding of Five9, Numerical, spam remediation, TCPA compliance, and dial optimization strategies, with experience in campaign setup, skills-based routing, and workforce management.

Requirements

3+ years of experience in a Dialer Admin, Dialer Manager, or Five9 Administrator role.
Expertise in Five9 dialer administration, OutboundANI optimization, and spam remediation.
Strong understanding of TCPA compliance, call blocking prevention, and regulatory requirements.
Experience with list management, campaign setup, IVR design, and contact rate analysis.
Ability to analyze performance metrics and implement strategic optimizations.
Proficiency in workforce management tools (e.g., Verint WFM, ADP) is a plus.
Experience in healthcare contact centers, Remote Patient Monitoring (RPM), or Chronic Care Management (CCM) is preferred.

Nice To Haves

Experience with AI-driven IVR/IVA solutions, automation, and scripting.
Familiarity with CRM integrations and data-driven dialing strategies.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent leadership, communication, and cross-functional collaboration abilities.

Responsibilities

Dialer & Campaign Management: Oversee, configure, and optimize the Five9 dialer system, ensuring efficient outbound dialing and inbound call flow management.
Team Leadership: Directly manage a team of Dialer Administrators, ensuring execution of best practices and system optimizations.
Lead List & Contact Strategy: Upload, organize, and manage lead lists, optimizing campaign performance, lead penetration, and dialing strategies.
IVR/IVA & Inbound Routing: Design and implement IVR workflows, call flows, and skills-based routing to enhance patient experience and contact center efficiency.
Dialer Performance Optimization: Monitor and analyze KPIs such as connect rates, conversion rates, and call blocking mitigation, implementing strategies to improve efficiency.
Spam Remediation & Compliance: Identify and mitigate call flagging issues, implement spam remediation tactics, and ensure adherence to TCPA, HIPAA, DNC, and other regulations.
Reporting & Analytics: Develop real-time dashboards, automated reporting, and performance tracking to optimize agent productivity and dialer efficiency.
Technical Support & Troubleshooting: Serve as the primary escalation point for dialer-related issues, liaising with Five9 support and resolving system concerns.
Process Improvement & Automation: Collaborate with sales, marketing, and operations teams to refine dialing strategies, enhance workflows, and drive automation initiatives.