Dialer Analyst

We are looking for a dialer Analyst to support our operations by managing workforce planning, optimizing call distribution, and monitoring real-time performance. This role requires excellent analytical skills, attention to detail, and experience in developing strategies that ensure operational efficiency and resource optimization. The ideal candidate will have a strong background in forecasting, resource planning, reporting, and real-time management to improve agent productivity and enhance customer experience.

• Call Distribution: Manage inbound/outbound calls aligned with delinquency trends and collection timelines.
• Dialing Strategies: Design, test, and execute strategies to meet KPIs.
• Monitoring: Track real-time activities, provide insights, and recommend adjustments.
• Resource Alignment: Coordinate with the workforce team to match call forecasts and resources.
• Reporting: Prepare accurate daily, monthly, and ad-hoc performance reports.
• Policy & Procedures: Support development and maintenance of dialer policies.
• Client Support: Address client SOW, SLA, and custom dialer requirements.
• Change Management: Track and update dialer configurations via SharePoint.
• Tech & Telecoms: Ensure smooth call center operations with IT teams.
• Vendor Management: Work with vendors to resolve dialer issues.
• Compliance & Risk: Assess risks and ensure regulatory/operational compliance.

• Bachelor’s degree in any four-year course.
• Minimum 2 years of experience as a Workforce Analyst in the BPO industry.
• Strong knowledge of volume forecasting, resource planning, and skilling assignments.
• Excellent analytical, problem-solving, and reporting skills.
• Exceptional verbal and written communication skills, with the ability to collaborate effectively across teams.
• Proficiency in call center workforce management systems, reporting tools, and MS Office Suite.
• Strong presentation and stakeholder management abilities.