Dialing Performance Specialist

11 hours ago

Thāne, Maharashtra, India beBeeAnalyst Full time

Real-Time Dialing Analyst Position

Job Summary:

We are seeking an experienced Real-Time Dialing Analyst to join our dynamic contact center operations team. The ideal candidate will have strong expertise in dialer systems, workforce management, and real-time monitoring to ensure optimal campaign performance and agent productivity.

  • Monitor and analyze inbound/outbound dialing campaigns in real-time.
  • Manage and import dialer lists, start/stop campaigns as required.
  • Adjust dialing pace and flag agent behavior for leadership review.
  • Manage agent profiles, assignments, and contact list criteria.
  • Daily scheduling adjustments in the Workforce Management system.
  • Audit dialer settings for regulatory compliance.
  • Collaborate with operations leadership to balance business goals.
  • Respond to requests, queries, and issues across departments promptly.

Required Skills and Qualifications:

  • Minimum 2 years of collections 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.
  • Flexible to work after-hours or on-call when required.

Key Responsibilities:

  • Ensure optimal campaign performance through real-time monitoring.
  • Maximize agent productivity by adjusting dialing pace and flagging agent behavior.
  • Manage agent profiles and assignments effectively.
  • Comply with regulatory requirements by auditing dialer settings.

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