Robert Riden

Lead strategy and execution for dialer and workforce management systems to maximize productivity and readiness. Analyze performance data to improve KPIs and SLAs, and coach agents on performance.

Recruited and led a blended customer support and sales team while overseeing daily inbound and outbound operations across chat and ticketing. Built QA processes and continuous training, partnered with HR on workforce strategy, and presented root-cause and operational insights to executives.

Prioritized dialer initiatives and coordinated execution across operations and IT, including campaign optimization and reporting. Administered Noble dialer for 100–200 agents with blended routing and built IVR systems across onshore and offshore centers.

Managed predictive dialing for remote and on-site agents and analyzed dialer data to optimize outreach against sales goals. Developed quality control metrics, coached sales teams, and partnered with leadership on weekly calling strategies.

Directed administration of telephony, CRM, and marketing systems and built Avaya Proactive Contact dialers across multi-site call centers. Maintained IVR scripts and routing logic while improving customer segmentation and First Call Response performance.

Supported five departments across three contact centers, managing 20K–40K member predictive dialer campaigns and workforce management schedules for 300+ agents. Designed disaster recovery for multi-department operations and oversaw high-volume IVR outreach and mailings.

Led 28 administrators across two major call centers, managing 60+ campaigns while ensuring compliance with business rules. Administered dialing for 700+ research interviewers and supported workforce planning with forecasting and scheduling.

Maintained PBX systems for 65+ branches and 1,500+ users and administered Teledirect dialer for 1,200+ users. Built dialing campaigns to maximize penetration and efficiency and provided telecom support including troubleshooting and MAC-level changes.

Enhanced CCA predictive dialer workflows and reporting, and led VRU implementation for the Sunrise call center. Served as liaison between business units and outsourced technical teams to deliver dialer and call center improvements.

Contributed as a Six Sigma Green Belt and delivered executive-level project updates with vendor resource and sales material support. Developed requirement documents and functional specifications, conducted gap analyses, and supported product development.

Studied Communications as a major with Journalism as a minor at Georgia Southwestern College.