Executive - Dialer Operation

Key Responsibilities

• Minimum 2+ years of experience working with Genesys dialer systems
• Perform daily data uploads, downloads, imports, and campaign configurations
• Create and update dialing campaigns, filters, list strategies, and reporting templates
• Optimize dialer performance and ensure overall dialer efficiency
• Conduct real-time monitoring of dialer queues, agent availability, and skill sets
• Manage day-to-day dialer operations including agent setup, reporting, and issue tracking
• Collaborate with Operations and WFM teams to align dialer strategy with business goals
• Escalate and track resolution of dialer-related technical issues with appropriate teams or vendors
• Set up and manage predictive and blended dialing services as per division requirements
• Perform in-depth analysis on campaign performance and recommend improvement strategies
• Monitor dialer KPIs and share performance insights with stakeholders
• Provide technical support and reporting in collaboration with IT and operations