Executive - Dialer Operation

Key Responsibilities

• Minimum 2+ years of experience with Genesys dialer operations
• Monitor and manage dialer performance for maximum efficiency
• Perform daily data uploads, downloads, imports, and exports
• Create and update dialing campaigns, filters, list strategies, and reports
• Manage real-time dialer adjustments including queues, agent availability, and skill sets
• Collaborate with operations and workforce management to align with dialing strategy
• Address and escalate dialer-related issues to appropriate teams or vendors
• Configure and manage predictive and blended dialing services
• Analyze dialer output data and provide performance optimization strategies
• Report on campaign, service, and agent performance metrics
• Support technical teams in diagnostics and troubleshooting