Contact Center, Business Analyst - Five9 Dialer Management, Lead Generation

Position Overview :

We are seeking a skilled and motivated Data Analyst to manage our lead generation initiatives, oversee the Five9 dialer system, schedule sales appointments, and create detailed and accurate reports.

This role requires a blend of data analysis expertise, proficiency with dialer systems. The ideal candidate will be adept at optimizing lead generation dialer campaigns, managing call technologies and reporting, and ensuring seamless coordination of sales activities.

This is a hybrid position out of our office in the Cleveland, Ohio region. Candidates applying must be local to this office OR relocating to the area.

Key Responsibilities

• Five9 Dialer Management :
• Administer and configure the Five9 dialer system, including campaign setup, call list management, and dialer adjustments.
• Monitor and analyze call performance metrics from Five9 to optimize dialing strategies and improve contact rates.
• Resolve any technical issues related to the Five9 dialer system promptly.
• Provide training and support to team members on using the dialer effectively
• Data Analysis & Reporting :
• Collect, analyze, and interpret data from lead generation, dialer performance, and appointment scheduling to generate actionable insights.
• Develop and maintain comprehensive reports and dashboards to track key performance indicators (KPIs) and support data-driven decision-making.
• Present data findings and recommendations to stakeholders clearly and effectively.
• Ensure the accuracy and reliability of all reports and analyses.
• Process Improvement :
• Identify opportunities for process improvements across lead generation, dialer management, and appointment scheduling.
• Implement best practices to enhance efficiency and effectiveness in all areas of responsibility.
• Stay informed about industry trends and advancements in data analysis and dialer technology

Qualifications :

Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field. Advanced degree preferred.

• Proven experience as a Data Analyst, with a strong focus on lead generation and dialer management.
• Proficiency with the Five9 dialer system or similar dialer platforms.
• Experience with CRM systems (e.g., Salesforce, HubSpot) and other call center technologies.
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and statistical analysis software (e.g., R, Python).
• Excellent organizational and multitasking skills, with attention to detail.
• Strong communication skills, with the ability to present data findings and recommendations to both technical and non-technical audiences.
• Ability to work independently and as part of a team in a fast-paced environment.

Preferred Skills :

• Experience in lead generation and call center best practices.
• Familiarity with SQL for data querying and analysis.
• Ability to manage multiple priorities and adapt to changing demands.

Benefits :

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Opportunities for professional development and career growth.

Schedule :

• Hybrid work schedule
• Monday - Friday

Application Process :

Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications for the position.

Please include any examples of previous work or projects related to lead generation and dialer management if applicable.