Executive - Dialer Operation (Level 1 & Level 2)

4 weeks ago

Bengaluru, India One Point One Solutions Ltd Full time

Genesys dialer knowledge with min. 2yrs.+ of experience.
- Basic knowledge of dialer monitoring and management.
- Basis Knowledge of MsExcel, SQL and My SQL
- Flexibility to work in 24*7 shifts and extended hours.
- Responsible for all dialer efficiency.
- Dialer Performance Optimization.
- Perform Daily data uploads, downloads & importing.
- Create & Update dialing campaigns, filter, list strategies & reports.
- Monitor & adjust the performance of dialer systems.
- Day-to-day Dialer management (Agent, Campaign, Report, Recording & Problem Management).
- Real-time monitoring and adjustment of dialer inbound queues, agent availability, agent skill sets, and outbound dialer campaign results.
- Work closely with the Operations/WFM to understand strategy for programs.
- Ensure all Dialer related issues/requests are addressed and escalated to concerned personnel / departments / vendors.
- Perform continuous in depth analysis on results and provide strategic solutions to improve performance.
- Manage and maintain department key performance indicators as it pertains to Dialer Operations.
- Analyze dialer output data to identify potential problems and issues.
- Assist IT. With technical support and diagnostics with call servicing technologies. Provide in-depth reporting on campaign, service, and agent performance..

Eligibility Criteria- Minimum 1-4 yrs. Experience in Dialer operation (Genesis Dialer Exp. Preferred).
- Any Graduate Degree
- Sense of ownership and pride in your performance and its impact on company’s success
- Critical thinker and problem-solving skills
- Team player / Good time-management skills..Minimum 1-4 yrs..

Location- Bangalore- Gurgaon- Mumbai

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