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Now Hiring: NICE Dialer AnalystWe are looking for a NICE Dialer Analyst to join our team!
This role is key to driving efficient outbound and blended dialer strategies, ensuring alignment with WFM planning, operational goals, and client expectations.As a bridge between WFM, Operations, and Telephony, you will play a critical role in optimizing campaign performance, maximizing agent productivity, and improving customer contact outcomes.
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Key Responsibilities✅ Dialer Campaign Management- Configure, launch, and optimize outbound & blended campaigns in NICE- Manage pacing, retries, blending strategies, and compliance rules- Continuously tune dialer performance (occupancy, abandon rate, effectiveness)✅ WFM Alignment- Collaborate with Forecasting, Scheduling, and Intraday teams- Adjust dialer strategies based on real-time conditions- Ensure alignment with staffing plans and SLA commitments✅ Performance & Analytics- Monitor KPIs: connect rate, penetration, utilization, pr...