Dynamic Contact Center Expert

1 day ago

Thrissur, Kerala, India beBeeRealtimeanalyst Full time ₹ 9,00,000 - ₹ 12,00,000

Role Overview

We are seeking an experienced Dialer Real-Time Analyst to join our dynamic contact center operations team.

About the Position

  • The ideal candidate will have strong expertise in LiveVox dialer systems, workforce management, and real-time monitoring to ensure optimal campaign performance and agent productivity.
  • They must be able to monitor inbound/outbound dialing campaigns in real-time, import and manage dialer lists, start/stop campaigns as required, adjust dialing pace, and flag agent behavior to leadership.
  • Additionally, they will need to manage agent profiles, assignments, and contact list criteria, make daily scheduling adjustments in the Workforce Management system, audit dialer settings for compliance with regulations, and collaborate with operations leadership to balance business goals.

Requirements

  • A minimum of 2 years of collections experience in a voice contact center is required.
  • Hands-on experience with LiveVox or similar dialer systems is essential.
  • Advanced proficiency in MS Excel and data reporting is also necessary.
  • The ideal candidate should possess strong analytical and problem-solving skills in high-pressure environments.
  • Flexibility to work after-hours or on-call when required is preferred.

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