Job Title

3 days ago

Pune, India Credence Global Solutions Full time

**Department - Dialer & WFM**:
**Job Role**:

- Responsible for Dialer ID management: Agent ID creation/disabling the IDs and mapping to different call centers/ skills based on requests received from training team/HR/Ops team
- Agent roster management, publish unscheduled and late login reports
- Perform daily ARTIVA pool building and execution activity before production for all ~40 existing call centers
- Ensure all Dialer related issues/ requests are addressed and escalated to concerned personnel / departments / vendors.
- Creation of services/Call centers based on business requirement
- Publish all reports on time. Create necessary reports and handle all data related requests
- Monitoring all inbound and outbound services, raising the flag whenever it is necessary
- Managing adhoc requests efficiently related to clicker alignment, pool execution, service change/mapping and agent skill alignment requests during the production hours
- Manage implementation of Dialer strategy adherence across 41 call centers with in Credence resource management
- Manage various deliverables as per the time lines in terms of new releases related to Artiva and Livevox
- Maintain Inbound service levels by call centers by monitoring and tracking data on an active real time daily, weekly and monthly basis. Map agent performance appropriately
- Create, Maintain and analyze reports on intraday Daily/Hourly, weekly, monthly and yearly basis to monitor performance of strategies implemented across the organization
- Monitor all Clicker agents/staff logged into Dialer system to assure staff logged into appropriate manual services for each call center and to maximize utilization of agent productivity
- Tracking the Dialer downtime, interact with IT actively in troubleshooting the issues
- Checking existing IVRs regularly to ensure that the backend changes are not made and appropriate IVRs are assigned to each IB service
- Initiatives in terms of better management of the systems by proactive controls/checks to be recommended/rolled out to the Management/Ops team
- Reviewing the call strategy on a periodical basis and fine tune the same to achieve business challenges

**Desired Skills**:

- Good communication skills
- Basic understanding of Microsoft Office Tools viz. MS Office
- Preferred Qualification - Any Graduate

**Job Category**:Dialer**Job Type**:Full Time**Job Location**:Pune IN

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