Contact Center Performance Expert

1 day ago

Ajmer, Rajasthan, India beBeePerformance Full time ₹ 40,00,000 - ₹ 60,00,000

Job Description:

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

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.

Key Responsibilities:

  • Real-time monitoring of inbound/outbound dialing campaigns.
  • Importing and managing dialer lists, starting/stopping campaigns as required.
  • Adjusting dialing pace and flagging 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 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.

About This Role:

This is a challenging opportunity for a skilled professional who can optimize contact center performance and drive business results.

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