Reporting & Dialer Operations Specialist

Job Description

Job Description

Are you passionate about data, dialer operations, and driving performance through smart systems and insightful analytics? Vacatia is looking for a Dialer Operations & Reporting Specialist to help elevate the efficiency and effectiveness of our call center operations. If you thrive in a fast-paced environment, love building dashboards, and know your way around dialer campaigns and call center tech, we want to hear from you!

About the Role

As a key player in our Collections and Customer Service team, you’ll be responsible for the management and optimization of our dialer platform and the development of reports and dashboards that guide operational decision-making. From improving campaign performance to streamlining agent productivity, your work will directly impact both team success and customer satisfaction.

What You’ll Do

Reporting & Analytics

Build, maintain, and automate reports and dashboards to track agent KPIs and call center trends.

Deliver daily, weekly, and monthly insights to support business decisions.

Partner with leadership and cross-functional teams to create custom reports and performance analysis.

Dialer Operations

Manage daily dialer campaigns to meet performance goals and compliance standards (TCPA / FDCPA).

Adjust call queues and dialing strategies to optimize agent productivity.

Monitor system functionality and partner with IT to resolve issues or implement enhancements.

Maintain workforce readiness through call volume forecasting and proper staffing alignment.

Other Responsibilities

Support special projects and initiatives as assigned.

Create ad hoc reports to support business needs.

What We’re Looking For

3+ years’ experience in collections or customer service, preferably within a call center setting.

Solid experience with auto-dialers (predictive, preview, blended) and ACD systems.

Strong command of agent performance metrics and call routing strategies.

Advanced Excel skills (formulas, pivot tables, dashboards, and charts).

Working knowledge of compliance standards such as TCPA and FDCPA is preferred.

Detail-oriented with strong problem-solving skills and a data-driven mindset.

Self-starter who can work independently with minimal oversight.

Why Vacatia?

We’re redefining the vacation ownership experience with innovation, hospitality, and exceptional service. Join a collaborative, mission-driven team where your skills in operations and analytics will make a real difference every day.