Realtime Analyst

Job Summary: The Dialer Management Analyst, specializing in Workforce Management (WFM) and Real‑Time Adherence (RTA), plays a critical role in optimizing outbound calling campaigns and ensuring efficient resource utilization within our contact center. This individual will be responsible for the strategic setup, monitoring, and real‑time adjustment of dialer operations to meet service level agreements (SLAs) and maximize agent productivity. The ideal candidate will possess a strong analytical mindset, a deep understanding of contact center metrics, and hands‑on experience with dialer systems and real‑time monitoring tools.

Key Responsibilities

• Design, configure, launch, and manage outbound dialer campaigns (e.g., Predictive, Power, Preview, Progressive) to align with business objectives and client requirements.
• Monitor dialer performance in real‑time, including dial ratios, connect rates, answer rates, agent utilization, and abandonment rates....