Dialer Analyst

2 weeks ago

Bengaluru, Karnataka, India ContactPoint 360 Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Job Description:

ContactPoint360, a boutique Global BPO company, is seeking a versatile and talented Dialer Admin Support Specialist to join our team. As a Dialer Support Specialist, your primary responsibility will include programming, scripting, loading, mapping, and reporting. In this role, you will be working closely with Clients, the Operations team, Workforce Management, and other stakeholders. This role will also be providing compliance guidance when running outbound campaigns. Your skills in call center management to ensure that all PDS (Predictive Dialing System) hardware/software components are effectively utilized to increase associate and business productivity. As a Specialist you will monitor all aspects of the PDS process, including scheduling, execution of workloads, real time decision-making, dialer settings, dialer performance, account volume, queue volume, strategy changes, and other responsibilities as assigned based on desired results and business needs and provide ad-hoc reporting for call centers as requested by call center management.

Responsibilities:

·       Responsible for all aspects of the call center technology platform including conversational IVR (Interactive Voice Response), cloud-based contact center solutions, workforce management, and outbound dialing/campaign management.

·       Configuring New hire access for TCN platforms.

·       Create TCN Campaigns ensuring they build, requeue and complete as planned.

·       Create Campaign schedules and leverage monitoring to ensure agents are logged into appropriate service as required. Monitoring and validating call prioritization and agent skill assignments.

·       Generate and call out intraday reporting for inbound and outbound calling metrics. Collaborate with operations on real-time monitor and schedule adherence to maximize customer SLAs (Service Level Agreements) for call groups.

·       Send out Daily reporting for our communications platforms.

·       Manage all manual Email campaigns via TCN.

·       Ability to meet with prospective clients and convey our technology solution in a clear and concise manner.

·       Assist Daily with manual letter vendor process.

·       Assist with retrieving call recordings, chats, notes and call logs for the Operations and Legal team.

·       The position requires an individual who can work within a team in a highly demanding environment, with strong attention to detail and excellent organizational skills.

·       Ability to communicate clearly and concisely, in both written and oral forms.

Qualifications:

·       Minimum 3 years' experience in a call/contact center environment required.

·       Minimum 3 years' experience working in the Realtime Analyst role or similar position.

·       Must have dialer management experience and knowledge of at least 3 of the following: TCN, Five9, TalkDesk, Nice, twilio, Dialpad and Genesys.

·       Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management.

·       Configuration of new campaigns: creation, user profiles, worksheets, etc

·       Detail oriented, analytical, and inquisitive.

·       Certification in project management or business administration or similar field.

·       Ability to work independently and with others.

·       Adept at multitasking with great attention to detail.

·       Able to thrive in a fast- paced environment with the ability to pivot quickly and adapt to changing situations and requirements.

·       Demonstrates ability to take initiative and prioritize daily responsibilities.

·       Proficiency in Microsoft's products, specifically Excel, Word, and PowerPoint.

If you possess the qualifications and are excited about the opportunity to be a Dialer Admin Support Specialist in the BPO landscape, we would love to hear from you. Please submit your resume, writing samples, video portfolio, and any relevant multimedia materials to [contact email or application submission details].

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