We are looking for Dialer Operations Executives with experience in Genesys dialer management. The role involves daily dialer monitoring, campaign setup, performance optimization, and real-time coordination with operations and technical teams.
Key Responsibilities
-
Manage daily Genesys dialer operations including monitoring and performance adjustments.
-
Perform daily data uploads, downloads, imports, and campaign configurations.
-
Create and update dialing campaigns, filters, strategies, and reports.
-
Monitor real-time agent availability, queues, skills, and outbound dialer results.
-
Support predictive and blended dialing setups (priorities, dial orders, dispositions, time zones).
-
Work closely with Operations/WFM to align dialer strategy with business goals.
-
Identify dialer issues and escalate to concerned teams or vendors.
-
Perform deep analysis on dialer results and recommend improvement strategies.
-
Maintain and report on key dialer KPIs.
-
Assist IT with diagnostics for call servicing technologies.
-
Provide detailed reporting on campaign, service, and agent performance.
