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Call Center Operations Expert
5 days ago
Responsibilities
As a Dialer Support Engineer, your primary responsibilities will include:
- Dialer Management: Manage dialer activities including campaign building, filters, strategies, reports, and administration.
- Collaboration: Collaborate with teams to gather information and perform analysis from infrastructure, telco, and application perspectives to set up new programs.
- Testing and Deployment: Participate in testing, UATs, and go-live processes to ensure smooth launch of setups.
- System Maintenance: Plan and schedule system maintenance and new initiative deployment to minimize operational impact.
- Dialing Plans: Implement customized dialing plans based on client campaign analysis.
- IB Routing: Set up and implement IB routing or script changes as necessary.
- Calling Lists: Analyze calling lists to identify optimal calling times and optimize contact rates.
- Real-Time Monitoring: Monitor real-time operations and make adjustments to ensure smooth production.
- Data Analysis: Process and analyze raw data, forecast conclusions, and develop recommendations.
- Dialer Infrastructure: Maintain dialer infrastructure and Telco layer integrity.
- Issue Resolution: Analyze system issues and collaborate with Infra and Dev/L2 teams to resolve problems.
- Level 1 Support: Provide Level 1 support and troubleshooting during dialer issues.
- Documentation: Keep documentation and reporting updated with new updates and changes.
Requirements
Bachelor's degree in an IT-intensive field is required.
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