Manage Genesys Dialer Administer outbound collections campaigns, monitor dialer performance, and optimize calling strategies
Monitor Workforce Operations Track real-time schedule adherence, attendance, staffing levels, and daily contact center KPIs
Analyze Performance – Review call volume and campaign results, identify trends, and recommend operational improvements
Coordinate with Teams – Work closely with vendors, IT, and Application Operations to ensure smooth contact center operations
Ensure Compliance & Reporting – Maintain WFM records, prepare reports, monitor SLAs, and support compliance with operational standards
Preferred candidate profile
- 2+ years of experience in a customer support/contact center environment
- Positive knowledge on WFM software applications & Genesys
- Good knowledge of Dialer systems
- Strong organizational, verbal and written communication skills.
- One-year previous Dialer Management or Workforce Management experience desired