Dialer Management Specialist

GET TO KNOW ALORICA 
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Basic Function

Responsible for a variety of duties in support of the dialer system in accordance with departmental guidelines and operation needs; setup dialer to the proper specifications once dialer campaigns are decided; as directed, create and apply filters and sort criteria in order to maintain a high level of productivity; assist in resolving basic, routine dialer issues by identifying issues and researching in a timely manner, following research through to resolution; prepare routine reports, as required.

Major Job Accountabilities 

Dialer Functions – Responsible for a variety of duties in support of the dialer system in accordance with departmental guidelines and operations need 

  • Setup dialer to the proper specifications according to dialer campaigns  
  • Create and apply filters and sort criteria as directed in order to maintain a high level of productivity  
  • Review performance statistics to make recommendations to improve performance. Inform Managers of substandard productivity to discuss recommended changes.
  • Monitor performance metrics to ensure that the highest level of productivity is achieved from a list/lead management perspective.
  • Provide feedback on dialer performance, providing suggestions for improvements to management  
  • Assist in developing and documenting processes and procedures for dialer administration 

Research Assistance – Assist in resolving basic, routine dialer issues by identifying and researching issues 

  • Monitor process research through to resolution escalating to supervisor when applicable  
  • Develop an excellent working relationship with internal contacts  
  • Respond to requests for dialer reports or other information 

Team Interfaces – Establish and maintain a professional relationship with team members and department contacts. 

  • Cooperate with team members to meet goals or complete tasks  
  • Escalate work flow and communication issues to supervisor 

Related Duties as Assigned – 

  • The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents 
  • Consequently, job incumbents may be asked to perform other duties as required 
  • Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above 
  • Please contact your local Employee Relations representative to request a review of any such accommodations. 

KNOWLEDGE, SKILLS, AND ABILITIES

Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job.

Knowledge

Basic principles of database operation

Basic principles and practices of the industry

Customer service principles and practices

Basics of report preparation

Departmental operating policies and procedures

Skills and Abilities

Establish and maintain cooperative working relationships

Deal tactfully and courteously with clients

Ability to interact with employees at all levels

Follow oral and written instructions

Manage multiple concurrent tasks

Good verbal and written communication skills

Ability to develop and maintain strong relationships and teamwork with co-workers

MINIMUM QUALIFICATIONS

Applicants for this job will be expected to meet the following minimum qualifications.

Education

High school diploma or GED required.

Experience

Minimum 1 year operations experience required. Minimum 1 year dialer experience and statistical analysis preferred.

Other

Basic knowledge of MS Word, and Excel required.

We are only considering candidates and hiring for this position in the following states:  Alabama, Arkansas, Florida, Georgia, Idaho, Iowa, Kansas, Louisiana, Mississippi, Missouri, Nebraska, New Jersey, North Carolina, Oklahoma, Tennessee, Texas, Utah, and West Virginia.  

Equal Opportunity Employer – Veterans/Disabled

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Zale Monitoring Center Operator

locationsSupport Center – Irving, TXtime typeFull timeposted onPosted 5 Days Agojob requisition idREQ_76976

We have many opportunities available on our other career site pages. Click here to link to our careers page!

Signet Jewelers is the world’s largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

JOB SUMMARY:

LOCATION: Dallas, Texas (Support Center)
SCHEDULE: 2nd Shift (Hybrid) and 3rd Shift (Remote) Opportunities Available

The Signet Monitoring Center is a 24-hour operation dedicated to protecting Signet’s people, products, and property across all banners. Our Monitoring Center Operators play a critical role in maintaining the safety and security of our team members and customers.

In this role, you will monitor live video feeds and data, make quick and informed decisions in response to potential criminal or emergency situations, and conduct compliance audits to ensure adherence to safety and security protocols.

This position requires the ability to work full-time onsite at our Dallas, Texas Support Center (for 2nd shift) or remotely (for 3rd shift).

KEY RESPONSIBILITIES:

  • Safety & Protection: Monitor live camera feeds 24/7 to ensure the safety of store personnel and customers across all Signet banners. Exercise sound judgment to determine appropriate responses, including contacting law enforcement or mall security when necessary.
  • Compliance Audits: Conduct audits of store-level safety and security practices, policies, and protocols. Document findings and present results to leadership for review and action.
  • Technical Oversight: Review and approve vendor-completed camera layouts. Provide ongoing technical troubleshooting and escalate issues to alarm vendors as needed to ensure all systems remain fully operational.
  • System Audits: Audit security equipment (e.g., alarms, cameras, motion detectors) for functionality, initiate repair requests as required, and assist Store Maintenance with after-hours emergencies such as gate malfunctions, power outages, or flooding to minimize risk to company assets.
  • Law Enforcement Liaison: Serve as a point of contact for local law enforcement agencies. Provide video evidence and data to Police Departments, Regional Loss Prevention Managers (RLPMs), HR, and Legal teams to support investigations, lawsuits, or criminal proceedings.
  • Additional Duties: Perform other responsibilities and projects as assigned.

AVAILABLE SHIFTS:

2nd Shift (Hybrid Schedule)

  • Sunday: 12:00 PM – 8:00 PM
  • Monday: Off
  • Tuesday: Off
  • Wednesday – Friday: 2:00 PM – 10:00 PM
  • Saturday: 12:00 PM – 8:00 PM

3rd Shift (Remote Schedule)

  • Sunday – Monday: 10:00 PM – 6:00 AM
  • Tuesday: Off
  • Wednesday: Off
  • Thursday – Friday: 10:00 PM – 6:00 AM
  • Saturday: 12:00 AM – 8:00 AM

QUALIFICATIONS:

  • Education: High school diploma required; some college coursework preferred.
  • Experience: Minimum of 2 years in alarm monitoring, customer service, or police dispatch.
  • Technical Skills:
    • Proficiency with Microsoft Office Suite.
    • Familiarity with alarm and video surveillance systems preferred.
  • Soft Skills: Excellent communication skills, strong attention to detail, and the ability to make sound decisions in high-pressure situations.

BENEFITS & PERKS:

We believe in rewarding top talent with a comprehensive and competitive benefits package designed to support your well-being, professional growth, and work-life balance:

Premium Healthcare Coverage – Comprehensive medical, dental, and vision plans for you and your family.
401(k) with Company Match – Invest in your future with a generous matching contribution after just one year.
Generous Time Off – Recharge with paid time off, plus company holidays.
Diversity, Equity & Inclusion Programs – Join a culture that values diverse perspectives and fosters belonging.
Career Growth & Development – Access leadership programs, mentorship, and continuous learning opportunities.
Exclusive Perks – Enjoy employee discounts, wellness programs, and more!