Dailer Operations

Company Description

iMetrix Solutions Private Limited Established in 2015, iMetrix Solutions is an ISO

27001:2013 Certified wholly Indian owned operation based in Ghansoli (MBP) Navi

Mumbai. We have extensive and robust Contact Center operations. We deliver a

comprehensive range of Contact Center solutions to our clients based in different

Domestic and International geographies.

Role Description

This is a full-time on-site role for a Dialer Operations Specialist. The Dialer Operations

Specialist will be responsible for managing, optimizing, and maintaining the dialer

infrastructure to ensure efficient operation of the contact center. This includes

monitoring dialer performance, managing campaigns, and providing support to the

operations team.

Daily responsibilities:-

Service creation and provide the dial plan for the service.

Creation of filters & assigning the proper filter.

Allocation of the agent s login resources.

Resource group creation and E1 allocation.

Configuration of the inbound number and assigned to particular service and users.

Co-ordinate with the Service providers for major problems related to dialer servers.

Co-ordinate with respective service providers for issues regarding VOIP/PRI lines.

Automating the manual process in Lead management using SQL Server 2000, MS

Access and excel etc to achieve timelines.

Lead Management:-Creation of tables for outbound dialing using SQL.

Taking proper backup of all important data time to time SQL database.

Cumulative End of Day reports for delivery to clients.

Configuration of multiple VOIP accounts on Vicidial.

Qualifications

Should have worked on predictive Dialers like Vicidial / Asterix/FreeSWITCH.

Strong analytical skills and attention to detail

Excellent communication skills, both verbal and written

Prior experience in outbound dialing strategies in telemarketing or collections campaign

for USA

Ability to work in a fast-paced environment

Aware of all compliance regulations-DOT/TRAI

Proficiency in call center technology and dialer management

Bachelor's degree in Computer Science, Information Technology, or related field

Experience with Avaya, Genesys, or other dialer platforms is a plus

Thorough knowledge of Windows server AD and network equipment like switches and

firewall L1 troubleshooting