Real-Time Performance Specialist

6 days ago

Thāne, Maharashtra, India beBeeAnalyst Full time ₹ 4,00,000 - ₹ 8,00,000
Real-Time Performance Specialist">

The role involves real-time monitoring of dialing campaigns, ensuring optimal performance and agent productivity.

Key responsibilities:

  • Monitoring inbound/outbound dialing campaigns.
  • Managing dialer lists, starting/stopping campaigns as needed.
  • Adjusting dialing pace and reporting on agent behavior to leadership.
  • Managing agent profiles, assignments, and contact list criteria.
  • Daily scheduling adjustments in the Workforce Management system.
  • Auditing dialer settings to ensure compliance with regulations.
  • Collaborating with operations leadership to balance business goals.
  • Responding to requests, queries, and issues across departments promptly.

Required skills and qualifications:

  • Minimum 2 years of experience in a voice contact center.
  • Hands-on experience with LiveVox or similar dialer systems.
  • Advanced proficiency in MS Excel and data reporting.
  • Strong analytical and problem-solving skills in high-pressure environments.
  • Flexibility to work after-hours or on-call when required.

Benefits include:

  • Opportunity to work in a dynamic contact center environment.
  • Chance to develop expertise in real-time monitoring and workforce management.
  • Collaborative team atmosphere.

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