Realtime Analyst

JOB RESPONSIBILITIES:
Dialer Campaign Management:
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.
Proactively identify and troubleshoot dialer issues, escalating to IT or relevant teams as needed.
Optimize dialer settings (e.g., dialing pace, list penetration, campaign priority) to achieve target KPIs and minimize customer complaints.
Manage and update calling lists, ensuring data integrity and adherence to Do Not Call (DNC) regulations.
Implement and manage dialer filters and rules to maximize revenue and right-party contacts.
Real-Time Adherence (RTA) Monitoring & Management:
Monitor agent adherence to schedules in real-time, identifying deviations (e.g., late logins, extended breaks, unscheduled absence...