Found Description
Key Responsibilities
Manage Genesys Diale r – Administer outbound collections campaigns, monitor dialer performance, and optimize calling strategies
Monitor Workforce Operation s – Track real-time schedule adherence, attendance, staffing levels, and daily contact center KPIs
Analyze Performanc e – Review call volume and campaign results, identify trends, and recommend operational improvements
Coordinate with Team s – Work closely with vendors, IT, and Application Operations to ensure smooth contact center operations
Ensure Compliance & Reportin g – Maintain WFM records, prepare reports, monitor SLAs, and support compliance with operational standards
What we’re looking for:
- 2+ years of experience in a customer support/contact center environment
- Good knowledge on WFM software applications...