We are looking for Dialer Operations Executives with experience in Genesys dialer management. The role involves daily dialer monitoring, campaign setup, performance optimization, and real-time coordination with operations and technical teams.
Key Responsibilities
- Manage daily Genesys dialer operations including monitoring and performance adjustments.
- Perform daily data uploads, downloads, imports, and campaign configurations.
- Create and update dialing campaigns, filters, strategies, and reports.
- Monitor real-time agent availability, queues, skills, and outbound dialer results.
- Support predictive and blended dialing setups (priorities, dial orders, dispositions, time zones).
- Work closely with Operations/WFM to align dialer strategy with business goals.
- Identify dialer issues and escalate to concerned teams or vendors.
- Perform deep analysis on dialer results and recommend improvement strategies.
- Maintain and report on key dialer KPIs.
- Assist IT with diagnostics for call servicing technologies.
- Provide detailed reporting on campaign, service, and agent performance.
Eligibility Criteria:
- Minimum Qualification: Graduate in any stream.
- 1 to 4 years of experience in Dialer Operations (Genesis Dialer preferred).
- Basic knowledge of MS Excel, SQL, and MySQL.
- Robust analytical and problem-solving skills.
- Ownership mindset, team player, and strong time-management skills.
Work Details
- Shift: 24×7 process with rotational shifts and extended hours as needed.
- Collaboration with Operations, WFM, IT, and vendors for end-to-end dialer processes
Gurgaon
📌 Executive - Dialer Operation (Level 1 & Level 2) (India)
🏢 One Point one solutions
📍 India
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