Performance Driven Collections Specialist

4 days ago

Kanpur, Uttar Pradesh, India beBeeCollections Full time ₹ 9,00,000 - ₹ 12,00,000
Dialer Real-Time Analyst Role

As a critical member of our operations team, you will play a pivotal role in ensuring the optimal performance of our contact center operations. Your expertise in LiveVox dialer systems, workforce management, and real-time monitoring will be essential in driving business success.

Primary Responsibilities:

  • Monitor inbound/outbound dialing campaigns in real-time to optimize performance.
  • Import and manage dialer lists, start/stop campaigns as required for maximum efficiency.
  • Adjust dialing pace and flag agent behavior to leadership for informed decision-making.
  • Manage agent profiles, assignments, and contact list criteria for seamless execution.
  • Make daily scheduling adjustments in the Workforce Management system to meet business objectives.
  • Audit dialer settings for compliance with regulatory requirements.
  • Collaborate with operations leadership to balance business objectives and drive results.
  • Respond promptly to requests, queries, and issues across departments to ensure exceptional customer service.

Required Skills and Qualifications:

  • At least 2 years of experience in collections or a related field within a voice contact center environment.
  • Hands-on experience with LiveVox or similar dialer systems to drive technical expertise.
  • Advanced proficiency in MS Excel and data reporting to provide actionable insights.
  • Strong analytical and problem-solving skills to thrive in high-pressure environments.
  • Flexibility to work after-hours or on-call when required to support business needs.

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