Job Title: Dialer RTA (Real-Time Analyst)
Location: Thane
Experience: 2+ Years
Salary: Up to ₹4.20 LPA
Shift: Rotational / Flexible
About the Role
We are looking for a proactive and analytical Dialer RTA to manage real-time dialer operations and workforce activities in a contact center environment. The ideal candidate will ensure optimal campaign performance, monitor agent productivity, maintain dialer configurations, and support operational efficiency through data-driven decision-making.
Key Responsibilities
Monitor outbound and inbound dialer operations in real time.
Manage dialer campaigns, including list imports, campaign setup, activation, and closure.
Adjust dialing strategies and pacing to maximize operational performance.
Monitor agent activities and escalate performance-related concerns to leadership.
Configure and maintain dialer settings, agent profiles, and campaign parameters.
Update workforce management schedules and maintain staffing records.
Collaborate with Operations, Quality, and Management teams to achieve business objectives.
Conduct regular audits of dialer settings and ensure compliance with company policies and regulatory requirements.
Generate, analyze, and interpret reports to identify trends and improvement opportunities.
Provide timely support for operational issues, requests, and escalations.
Ensure all campaign and service-level metrics are achieved consistently.
Required Skills
Hands-on experience with Dialer Management (LiveVox preferred).
Strong knowledge of MS Excel, reporting, and data analysis.
Understanding of Workforce Management (WFM) processes.
Excellent analytical and problem-solving abilities.
Strong communication and stakeholder management skills.
Ability to work in a fast-paced, high-pressure environment.
Experience in monitoring KPIs, SLAs, and operational metrics.
Qualifications
Bachelor's degree in any discipline.
Minimum 2 years of experience in a Contact Center/BPO environment.
Experience in collections or customer service operations will be an added advantage.
Preferred Skills
Knowledge of workforce planning and scheduling.
Exposure to reporting tools and dashboard management.
Understanding of compliance and regulatory guidelines related to dialer operations.
Compensation
Salary: Up to ₹4.20 LPA (Based on experience and skills)
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
