MBE/WBE Certified
Credence Global Solutions

Job Title – Dialer Executive

Department – Dialer & WFM

Job Role

  • Responsible for Dialer ID management: Agent ID creation/disabling the IDs and mapping to different call centers/ skills based on requests received from training team/HR/Ops team
  • Agent roster management, publish unscheduled and late login reports
  • Perform daily ARTIVA pool building and execution activity before production for all ~40 existing call centers
  • Ensure all Dialer related issues/ requests are addressed and escalated to concerned personnel / departments / vendors.
  • Creation of services/Call centers based on business requirement
  • Publish all reports on time. Create necessary reports and handle all data related requests
  • Monitoring all inbound and outbound services, raising the flag whenever it is necessary
  • Managing adhoc requests efficiently related to clicker alignment, pool execution, service change/mapping and agent skill alignment requests during the production hours
  • Manage implementation of Dialer strategy adherence across 41 call centers with in Credence resource management
  • Manage various deliverables as per the time lines in terms of new releases related to Artiva and Livevox
  • Maintain Inbound service levels by call centers by monitoring and tracking data on an active real time daily, weekly and monthly basis. Map agent performance appropriately
  • Create, Maintain and analyze reports on intraday Daily/Hourly, weekly, monthly and yearly basis to monitor performance of strategies implemented across the organization
  • Monitor all Clicker agents/staff logged into Dialer system to assure staff logged into appropriate manual services for each call center and to maximize utilization of agent productivity
  • Tracking the Dialer downtime, interact with IT actively in troubleshooting the issues
  • Checking existing IVRs regularly to ensure that the backend changes are not made and appropriate IVRs are assigned to each IB service
  • Initiatives in terms of better management of the systems by proactive controls/checks to be recommended/rolled out to the Management/Ops team
  • Reviewing the call strategy on a periodical basis and fine tune the same to achieve business challenges

Desired Skills

  • Good communication skills
  • Basic understanding of Microsoft Office Tools viz. MS Office
  • Preferred Qualification – Any Graduate
Job Category: Dialer
Job Type: Full Time
Job Location: Pune IN

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