Dialer Job in Credence Global

Responsible for Dialer ID management: Agent ID creation/disabling the IDs and mapping to different call centers/ skills based on requests received from training team/HR/Ops team Agent roster management, publish unscheduled and late login reports Perform daily ARTIVA pool building and execution activity before production for all ~40 existing call centers Ensure all Dialer related issues/ requests are addressed and escalated to concerned personnel / departments / vendors. Creation of services/Call centers based on business requirement Publish all reports on time. Create necessary reports and handle all data related requests Monitoring all inbound and outbound services, raising the flag whenever it is necessary Managing adhoc requests efficiently related to clicker alignment, pool execution, service change/mapping and agent skill alignment requests during the production hours Manage implementation of Dialer strategy adherence across 41 call centers with in Credence resource management Manage various deliverables as per the time lines in terms of new releases related to Artiva and Livevox Maintain Inbound service levels by call centers by monitoring and tracking data on an active real time daily, weekly and monthly basis. Map agent performance appropriately Create, Maintain and analyze reports on intraday Daily/Hourly, weekly, monthly and yearly basis to monitor performance of strategies implemented across the organization Monitor all Clicker agents/staff logged into Dialer system to assure staff logged into appropriate manual services for each call center and to maximize utilization of agent productivity Tracking the Dialer downtime, interact with IT actively in troubleshooting the issues Checking existing IVRs regularly to ensure that the backend changes are not made and appropriate IVRs are assigned to each IB service Initiatives in terms of better management of the systems by proactive controls/checks to be recommended/rolled out to the Management/Ops team Reviewing the call strategy on a periodical basis and fine tune the same to achieve business challenges