Found Description
Now Hiring: NICE Dialer Analyst We 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. 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, productivity Identify t...