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IntouchCX
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Dialer Administrator

Dialer Administrator

IntouchCX

2 - 6 years

0 Lacs

hyderabad telangana

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

workforce management system configuration resolution coaching development communication skills microsoft office excel access powerpoint dialer administration inbound call allocation issue tracking

Work Mode

On-site

Job Type

Full Time

Job Description

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. With over 20 years of experience, we have established ourselves as a disruptive industry leader by fostering trusted relationships with our brand partners and empowering our team to drive positive change. As a Detail-Oriented Dialer Administrator, you will play a crucial role in managing our in-house dialer system, overseeing vendor productivity, and enhancing workforce efficiency. Your responsibilities will include administering the in-house dialer system, configuring system settings, executing daily dialer strategies, monitoring performance metrics, and generating reports to support the achievement of customer contact goals. Additionally, you will be involved in intraday workforce management processes and managing inbound call allocation between vendors and clients. Key Responsibilities: - Manage dialer administration tasks such as opening/closing processes, monitoring dialer performance, executing daily strategies, and report generation. - Track inbound call volume in real-time and handle allocation change requests. - Provide frontline support for system and operational issues, including tracking and resolving issues. - Conduct meetings with operations leaders to address productivity concerns and identify positive trends. - Monitor agent dialer schedule adherence and collaborate with management/agents to ensure optimal staffing levels. - Participate in coaching sessions and training programs to enhance individual and team performance. Requirements: - 2-4 years of call center experience, preferably in auto finance collections, with expertise in dialer administration and WFM system configuration. - An Associate Degree or equivalent practical experience. - Proficiency in dialer and WFM system configuration and administration. - Ability to tackle challenges with urgency, high energy, and enthusiasm. - Flexibility to adapt to changing situations in real-time. - Strong problem-solving skills to navigate complex and contradictory information effectively. - Excellent communication skills, both verbal and written. - Team player mindset with a focus on building relationships with customers and colleagues. - Results-driven with exceptional planning and organizational abilities. - Positive attitude, confidence, and adaptability to change. - Proficiency in Microsoft Office, particularly Excel, Access, and PowerPoint. Join us at IntouchCX and be part of a dynamic team dedicated to delivering exceptional customer experiences and driving innovation in the industry.,

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Dialer Administrator