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:

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 absences) and communicating with team leaders/supervisors.
• Utilize WFM tools and/or existing Manual process to track and report on agent states, ensuring optimal staffing levels throughout the day.
• Collaborate with operations to address immediate staffing needs and adjust agent assignments to balance workload.
• Provide real-time insights and recommendations to improve agent efficiency and compliance.

Workforce Management (WFM) Support:

• Partner with the WFM team to provide intraday analysis of call flow, volume trends, and staffing requirements.
• Assist in adjusting agent schedules and breaks to meet fluctuating demand and achieve service goals.
• Contribute to the creation and maintenance of WFM reports related to dialer performance, RTA, and overall contact center efficiency.
• Participate in daily/weekly WFM huddles to review performance and strategize on improvements.

Reporting and Analysis:

• Generate and distribute daily, weekly, and monthly reports on dialer performance, RTA, and key contact center metrics.
• Conduct in-depth analysis of dialer data to identify trends, root causes of issues, and opportunities for optimization.
• Present findings and recommendations to WFM, operations, and leadership teams to drive data-driven decisions.
• Develop and maintain dashboards to provide real-time visibility into dialer and agent performance.

Compliance and Quality:

• Ensure all dialer operations adhere to existing regulatory standards and company policies.
• Work closely with quality assurance and compliance teams to maintain high standards of customer interaction.

Qualifications:

• Graduate of any 4 year course
• Minimum of 2-3 years of experience in a contact center environment, with at least 1-2 years specifically in Dialer Management, Workforce Management, or Real-Time Adherence.
• Proven experience with dialer systems (e.g., Aspect, Genesys, Five9, LiveVox, Avaya, IEX).
• Strong proficiency in Microsoft Excel (advanced formulas, pivot tables, data visualization).
• Experience with WFM software (e.g., Aspect, Verint, NICE IEX, Calabrio) is highly desirable.
• Solid understanding of contact center KPIs and metrics (e.g., Service Level, AHT, Occupancy, Adherence, Abandonment Rate, Connect Rate).
• Excellent analytical, problem-solving, and decision-making skills.
• Ability to interpret complex data and translate it into actionable insights.
• This position requires the qualified candidates to work onsite (Estancia, Capitol Commons, Pasig City) and graveyard schedule.