Dialer Analyst

Role & responsibilities

1. Creation and Implementation of Campaigns, Dialer Treatments and other Phone Traffic related elements

2.     Supporting the management in all workforce displacement related initiatives from a workstation, licensing, hardware, software and telco resources perspective

3.    Testing Dialer performance improvement innovations proposed by Systems & Solutions team.

4.    Day to day reporting on Genesys related pilots and BAU activities from a dialing statistics perspective

5.    Taking the role of Subject Matter Expert in internal WFM and Phone Traffic process or governance changes.

6.    Handling end to end Dialer activities and Dialer maintenance for all Outbound Processes.

7.    Publishing Hourly stats and EOD stats on Dialer Performance to business team.

8.    Communicating with Operation team for daily requirements and movements of operators as per Dialer requirement.

9.    Adhering to Strategy defined by Collection Reporting & BI on Data Re-churning and Optimization targets at campaign level.

10. Maintaining Daily Upload Count Trackers and login/FTE count at campaign level on daily basis.

11. Real time monitoring of Operators on productivity and highlighting the Operators who are defaulting on Productivity parameters like Wrap, Auxes, etc.

12. Skills/Campaign assigning to operators as per the defined Alignment by the business team.

13. Reporting on break usage discrepancy with currently agreed governance to concerned Business Managers