- Manage Genesys WFM, IVR, and Dialer systems to ensure productive call center operations.
- Monitor and analyze dialer performance data to identify areas for improvement.
- Develop and implement strategies to increase agent productivity and reduce abandoned calls.
- Collaborate with team members to resolve technical issues related to dialers, IVRs, and other call center equipment.
- Ensure compliance with company policies and procedures regarding data security, privacy, and quality standards.
Desired Candidate Profile
- 1-5 years of experience in a similar role or industry (BPO/Call Center).
- Bachelor's degree in Computers (B.Tech) or equivalent required; relevant certifications preferred.
- Strong understanding of Genesys software applications including WFM, IVR creation/management, and Dialer management.