Realtime Analyst

Job Summary: The Dialer Management Analyst, specializing in Workforce Management (WFM) and Real-Time Adherence (RTA), plays a critical role in optimizing outbound calling campaigns and ensuring efficient resource utilization within our contact center. This individual will be responsible for the strategic setup, monitoring, and real-time adjustment of dialer operations to meet service level agreements (SLAs) and maximize agent productivity. The ideal candidate will possess a strong analytical mindset, a deep understanding of contact center metrics, and hands-on experience with dialer systems and real-time monitoring tools.

Key Responsibilities:

Dialer Campaign Management:

• Design, configure, launch, and manage outbound dialer campaigns (e.g., Predictive, Power, Preview, Progressive) to align with business objectives and client requirements.
• Monitor dialer performance i...