Collections Operational Support Specialist

What You’ll Do

• Checking if new call list was generated without issues including all procedures in the morning if it runs completely, properly and in correct sequence. Checking of Affinity in the morning for possible error and promptly report if there is a known issue.
• Check if Genesys campaign scheduler is running as expected and do manual run if needed. Ensure that campaigns started and stop on time.
• Real-time queue, campaigns, and agent status monitoring thru CCPulse Application.
• Manage and resolve different ticket requests in Jira within SLA.
• Reporting and forwarding of issues to proper group/channel if request ticket is misrouted to dialers.
• Proactively report any incidents observed that may impact calling production.
• Collect information from users and extracting samples during issues that is needed for investigation.
• Timely sending of intraday report both for regular campaigns and voicebot....