Call Center Operations & Dialer Administrator

VentureTech Solutions•Plantation, FL

39d•Onsite

About The Position

The Call Center Operations & Dialer Administrator is responsible for transforming operational data into clear, actionable insights that directly improve call center performance, agent productivity, customer experience, and revenue outcomes. In this role, you will analyze key performance indicators, optimize dialing and lead strategies, monitor compliance, and partner with leadership to drive continuous improvement across a high-volume, outbound financial services environment. This position requires a strong analytical mindset, deep knowledge of call center KPIs, and hands-on experience working with dialer platforms, BI tools, and data visualization systems. This position is based in the corporate office located in Plantation, FL. Remote is not available.

Requirements

3+ years of experience in call center analytics, performance reporting, or operations optimization.
Strong understanding of call center KPIs, dialer logic, outbound campaign structures, and productivity metrics.
Advanced Excel skills and experience with BI dashboards (Power BI, internal BI tools, etc.).
Hands-on experience with dialer and telephony platforms such as Five9, Ytel, RingCentral, Nice inContact, Convoso, or similar.
Experience working within financial services, debt relief, or other regulated environments.
Bachelor’s degree from an accredited college or university.

Nice To Haves

Experience with Nice inContact, Ring Central, Salesforce, or similar CRM/lead management systems.
Familiarity with API integration or building automated reporting workflows.
Experience analyzing or implementing AI/LLM-driven analytics solutions.
Background in outbound high-volume sales or customer acquisition environments.