Dialer Administrator

2 days ago

Chennai, India Vecura Wellness Clinic Full time

Role & responsibilities

Troubleshooting and Issue Resolution:

  • Identify and diagnose issues with dialer systems, including call routing, lead distribution, campaign settings, and data integrity.
  • Resolve technical problems reported by users, providing timely solutions and workarounds.

  • Analyze error logs and system performance metrics to pinpoint root causes.

  • System Administration and Configuration:

  • Configure and manage dialer settings based on client requirements, including campaign creation, dialing strategies (predictive, progressive, etc.), and call filtering.

  • Implement updates and patches to the dialer software.

  • Monitor dialer performance and make necessary adjustments to optimize call flow and agent productivity.

  • User Support and Training:

  • Provide training to call center agents on dialer features and functionalities.

  • Assist users with basic dialer operations and answer technical queries.

  • Document user guides and knowledge base articles for future reference.

  • Reporting and Analysis:

  • Generate reports on dialer performance metrics like call volume, connect rates, agent productivity, and campaign effectiveness.

  • Analyze data to identify trends and areas for improvement.
  • Communicate key insights to stakeholders regarding dialer performance

Preferred candidate profile

  • Technical Expertise:Strong understanding of dialer systems (e.g., Genesys, Avaya, Five9) and related technologies like CRM, VoIP, and databases.
  • Problem-solving:Ability to diagnose complex technical issues and develop effective solutions.
  • Communication:Excellent written and verbal communication skills to interact with users, technical teams, and management.
  • Analytical Skills:Data analysis skills to interpret dialer metrics and identify performance trends.

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