Role Description
The Real-Time Analyst Dialer is a full-time, on-site role based in Pune City. This role is responsible for monitoring dialer performance and contact center queues in real time to ensure optimal staffing and service levels. Daily tasks include tracking intraday volume, adjusting agent schedules and skill assignments, and making dialer configuration changes to meet operational targets. The Real-Time Analyst Dialer will collaborate closely with workforce management, operations, and team leaders to communicate performance trends, manage adherence, and escalate issues affecting service delivery. The role also involves preparing regular reports, analyzing data to identify opportunities for improvement, and supporting implementation of workforce optimization initiatives.

Roles and Responsibilities

• Real-time monitoring of outbound/inbound dialing, importing dialer lists, starting/stopping campaigns, activity communication, adjusting dialing pace, flagging agent behavior to leadership, and ensuring all metrics remain within acceptable ranges





• Develop and maintain pieces of the dialer system across multiple applications, agent profiles and assignments to contact list criteria, and build parameters

• Daily input of all scheduling adjustments in the Workforce Management system.

• Regular collaboration with operations leadership and balancing internal goals

• Auditing of dialer settings and maintaining compliance with all regulatory restrictions, internal and external

• Timely response to questions, requests, and issues from multiple departments across all platforms.

Qualifications
• 2+ years collections experience in a voice contact center workplace

• Advanced knowledge of web-based software applications, LiveVox dialer system, MS Excel.

• Analytical skills in a high-pressure, time-sensitive environment

• Flexible hours including after-hours/on-call responsibilities

• Strong problem-solving techniques to evaluate criteria and obtaining results

📌 Real-Time Analyst Dialer (Pune City)
🏢 Crescare Solutions
📍 Pune City