Dialer Real-Time Operations Specialist

3 days ago

Hyderabad, Telangana, India beBeeOperations Full time ₹ 9,87,654 - ₹ 12,34,567

Job Title: Dialer Real-Time Operations Specialist

About the Role:

We are seeking an experienced Dialer Real-Time Operations Specialist to join our dynamic contact center operations team. The ideal candidate will have strong expertise in real-time monitoring and campaign performance to ensure optimal agent productivity.

Key Responsibilities:

  • Real-time monitoring of inbound/outbound dialing campaigns to optimize agent utilization.
  • Managing dialer lists, starting/stopping campaigns as required to meet business goals.
  • Adjusting dialing pace and flagging agent behavior to leadership for performance improvement.
  • Managing agent profiles, assignments, and contact list criteria for efficient operations.
  • Daily scheduling adjustments in the Workforce Management system to align with business objectives.
  • Auditing dialer settings to ensure compliance with regulations for risk mitigation.
  • Collaborating with operations leadership to balance business needs and goals.
  • Responding to requests, queries, and issues across departments promptly to ensure seamless service delivery.

Qualifications:

  • Minimum 2 years of experience in collections or similar customer-facing roles in a voice contact center.
  • Hands-on experience with dialer systems such as LiveVox or similar platforms.
  • Advanced proficiency in MS Excel and data reporting for insights-driven decision-making.
  • Strong analytical and problem-solving skills in high-pressure environments for adaptability.
  • Flexibility to work after-hours or on-call when required for operational support.

Benefits:

This role offers the opportunity to work in a dynamic contact center environment, utilizing your technical skills and analytical mind to drive business growth and success.

Others:

Please note that this job description is a general outline of the responsibilities and qualifications required. The actual responsibilities may vary based on business needs and requirements.

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