International Education Corporation (IEC) is expanding our online learning options and is currently recruiting for a Dialer Administrator located in Mesa, AZ (this is not a remote position). The Dialer Administrator is responsible for working with call center management to ensure that all PDS (Predictive Dialing System) hardware/software components are effectively utilized to increase associate and business productivity. The Administrator will monitor all aspects of the PDS process, including scheduling, execution of workloads, real time decision-making, dialer settings, dialer performance, account volume, queue volume, strategy changes, and other responsibilities as assigned based on desired results and business needs and provide ad-hoc reporting for the call center divisions as requested by call center management. IEC is an industry leader in post-secondary career education. Working at our employee-owned company is more than just a great career - its an investment in yourself. Our mission is to drive personal and community transformation by empowering students to make a positive and enduring life change.

The Role (Primary Responsibilities):

• Partners with call center management to ensure all PDS hardware/software components are effectively utilized
• Monitors all aspects of the PDS process, including scheduling, execution of workloads, dialer settings and performance, account volume, and strategy changes
• Monitors queue volume and makes real-time decisions as needed for peak performance
• Utilizes reporting and data to analyze performance and strategy effectiveness to solve inefficiencies
• Provides reporting for call centers as requested for call center management
• Evaluates system speed, idle time, abandon rate, and other factors. Provides feedback to call center management and advises of strategy to improve the above listed factors
• Forecasts staffing needs, taking into consideration volume of workload, and makes recommended changes to call center management
• Monitors call center associates schedule adherence, providing authorization for all unplanned activities and coordinates approved activities with call center management
• Assists call center management with managing all time off requests across the call centers
• Offers suggestions and solutions to improve call center PDS performance
• Acts as the SME amongst all business units for PDS hardware/software
• Serves as the centralized point of contact for any system related downtime or other vital information to the call center and leadership team
• May assist with client special projects

Key Success Factors

• Acts as the Administrator to the companys PDS. Monitors all dialer settings, performance, queue volume, and ensure the companys PDS is being effectively managed to increase productivity
• Creates and executes a daily workload strategy, in partnership with the call center management team. Monitors the workload strategy to ensure incoming call volume is appropriate for staffing levels. Makes real-time decisions as the business needs evolve throughout the day.
• Creates and reviews PDS reporting with call center management, advising of inefficiencies and gaps in scheduling. Provides recommended solutions to call center management to scheduling inefficiencies

Education, Experience, and Skillset

• Working knowledge of Ring Central, Five9, and Salesforce preferred

The Team
International Education Corporation (IEC) is the parent company for Florida Career College, U.S. Colleges, United Education Institute and UEI College. We are consistently searching for like-minded compassionate professionals who strive to be the best in their respective fields. Our top candidates share our commitment to helping students build the skills to create a future of which they can be proud. We operate with a vigilant focus on five strategies and drivers of success: growth, quality, regulatory compliance, one standard of excellence, and financial effectiveness. Want to join us? Apply Now!

At IEC, we dont just embrace diversity we crave it. We have purposefully built a team of talented people not only with different ethnic and cultural backgrounds, but professional diversity as well. We believe that a team of people with diverse backgrounds and experiences bring different perspectives and ideas to the table as we endeavor to help our students succeed. What will you bring?

Our students are making an investment in their futures, and joining the IEC team is an investment in your future. We are an employee-owned company with mentorship, training, and career pathways in every department. You chart your own success at IEC.

The Perks
We are engaged in meaningful, purposeful work that is transforming lives and communities every day. In addition, our team members enjoy a host of perks including ownership in the company. What does that mean? IEC has a structured Employee Stock Ownership Program (ESOP), where employees earn shares of the company every year; the longer youre part of our team, the more shares you earn. When youre ready to retire, IEC buys those shares back so you can live out your retirement dreams. Other employee benefits include Medical, Dental, Vision, Disability and Life Insurance; a generously matched 401(k) plan; and accrued paid-time-off and 10 company holidays every year. The biggest perk of all? The monumental sense of pride as you help students overcome obstacles to improve their lives. We live for that.

If life-affirming work is your career goal, we invite you to apply for this important position at International Education Corporation. What are you waiting for?