Dialer Management Analyst, Workforce Management - Position Title
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 in real-time, including dial ratios, connect rates, answer rates, agent utilization, and abandonment rates.
- Proactively identify and troubleshoot dialer issues, escalating to IT or relevant teams as needed.
- Optimize dialer settings (e.g., dialing pace, list penetration, campaign priority) to achieve target KPIs and minimize customer complaints.
- Manage and update calling lists, ensuring data integrity and adherence to Do Not Call (DNC) regulations.
- Implement and manage dialer filters and rules to maximize revenue and right-party contacts.
Real-Time Adherence (RTA) Monitoring & Management:
- Monitor agent adherence to schedules in real-time, identifying deviations (e.g., late logins, extended breaks, unscheduled absences) and communicating with team leaders/supervisors.
- Utilize WFM tools and/or existing Manual process to track and report on agent states, ensuring optimal staffing levels throughout the day.
- Collaborate with operations to address immediate staffing needs and adjust agent assignments to balance workload.
- Provide real-time insights and recommendations to improve agent efficiency and compliance.
Workforce Management (WFM) Support:
- Partner with the WFM team to provide intraday analysis of call flow, volume trends, and staffing requirements.
- Assist in adjusting agent schedules and breaks to meet fluctuating demand and achieve service goals.
- Contribute to the creation and maintenance of WFM reports related to dialer performance, RTA, and overall contact center efficiency.
- Participate in daily/weekly WFM huddles to review performance and strategize on improvements.
Reporting and Analysis:
- Generate and distribute daily, weekly, and monthly reports on dialer performance, RTA, and key contact center metrics.
- Conduct in-depth analysis of dialer data to identify trends, root causes of issues, and opportunities for optimization.
- Present findings and recommendations to WFM, operations, and leadership teams to drive data-driven decisions.
- Develop and maintain dashboards to provide real-time visibility into dialer and agent performance.
Compliance and Quality:
- Ensure all dialer operations adhere to existing regulatory standards and company policies.
- Work closely with quality assurance and compliance teams to maintain high standards of customer interaction.
QUALIFICATIONS:
- Graduate of any 4-year course, Information Technology, or any related course.
- Minimum of 2-3 years of experience in a contact center environment, with at least 1-2 years specifically in Dialer Management, Workforce Management, or Real-Time Adherence.
- Proven experience with dialer systems (e.g., Aspect, Genesys, Five9, LiveVox, Avaya, IEX).
- Strong proficiency in Microsoft Excel (advanced formulas, pivot tables, data visualization).
- Experience with WFM software (e.g., Aspect, Verint, NICE IEX, Calabrio) is highly desirable.
- Solid understanding of contact center KPIs and metrics (e.g., Service Level, AHT, Occupancy, Adherence, Abandonment Rate, Connect Rate).
- Excellent analytical, problem-solving, and decision-making skills.
- Ability to interpret complex data and translate it into actionable insights.
- Strong communication skills (written and verbal) to effectively collaborate with various stakeholders.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Detail-oriented with a high level of accuracy.
- Flexibility to work varying shifts, including evenings, weekends, and holidays, as business needs require.
- This position requires the qualified candidates to work onsite (Estancia, Capitol Commons, Pasig City) and graveyard schedule (CST/EST Time zone).
Job Types: Full-time, Permanent
Pay: Php30,000.00 - Php32,000.00 per month
Benefits:
- Additional leave
- Company Christmas gift
- Company events
- Employee discount
- Free parking
- Health insurance
- Life insurance
- On-site parking
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Night shift
Supplemental Pay:
- 13th month salary
- Overtime pay
- Quarterly bonus
Ability to commute/relocate:
- Pasig: Reliably commute or planning to relocate before starting work (Required)
Education:
- Bachelor's (Required)
Experience:
- Workforce management: 2 years (Required)
Work Location: In person