Dialer Management Analyst

Responsibilities

• Optimize outbound dialer campaigns.
• Manage dialer performance and monitor real-time adherence.
• Ensure efficient staffing to meet service level goals and maximize agent productivity.
• Monitor campaign metrics, adjust dialer settings, track agent adherence, and provide real-time operational support.
• Generate reports, analyze trends, and collaborate with WFM, operations, and compliance teams to drive data-driven decisions and maintain regulatory compliance.

Qualifications

• Strong analytical skills.
• Hands‑on experience with dialer systems and WFM tools.
• Solid understanding of contact center operations and KPIs.