Role Description The Real-Time Analyst Dialer is a full-time, in office 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 environment
Advanced knowledge of web-based software applications, LiveVox dialer system, MS Excel.
Analytical skills in a high-pressure, time-sensitive environment
Flexible schedule including after-hours/on-call responsibilities
Robust problem-solving techniques to evaluate criteria and obtaining results on matters of significance to the business Direct experience in report analysis and providing data driven suggestions

📌 Real Time Analyst Dialer Pune
🏢 Crescare Solutions
📍 Pune