Executive - Dialer Operation (Level 1 & Level 2)

1Point1

3 - 6 years

1 - 4 Lacs

mumbai navi mumbai

Posted:3 hours ago| Platform:

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Skills Required

outbound diagnostics mysql problem management performance optimization management dialer management servicing technical support wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Genesys dialer knowledge with min. 2yrs.+ of experience.
Basic knowledge of dialer monitoring and management.
Basis Knowledge of MsExcel, SQL and My SQL
Flexibility to work in 24*7 shifts and extended hours.
Responsible for all dialer efficiency.
Dialer Performance Optimization.
Perform Daily data uploads, downloads & importing.
Create & Update dialing campaigns, filter, list strategies & reports.
Monitor & adjust the performance of dialer systems.
Day-to-day Dialer management (Agent, Campaign, Report, Recording & Problem Management).
Real-time monitoring and adjustment of dialer inbound queues, agent availability, agent skill sets, and outbound dialer campaign results.
Work closely with the Operations/WFM to understand strategy for programs.
Ensure all Dialer related issues/requests are addressed and escalated to concerned personnel / departments / vendors.
Create and manage predictive outbound or blend dialing services for the divisions with respect to applications, priorities, table definitions, import/export raw files, filters, dial orders, call data definitions, disposition plans, schedules, and time zone groups Establish and manage dialer strategies.
Perform continuous in depth analysis on results and provide strategic solutions to improve performance.
Manage and maintain department key performance indicators as it pertains to Dialer Operations.
Analyze dialer output data to identify potential problems and issues.
Assist IT. With technical support and diagnostics with call servicing technologies. Provide in-depth reporting on campaign, service, and agent performance.

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