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.