Dialer Management Analyst

2 weeks ago

Manila, National Capital Region, Philippines InteLogix Full time ₱120,000 - ₱180,000 per year

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

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.

  • Senior Dialer System Specialist

    5 days ago

    Manila, National Capital Region, Philippines S.P Madrid and Associates Full time ₱1,200,000 - ₱3,600,000 per year

    Job SummaryWe are seeking a strategic and deeply technical Senior Dialer System Specialist to architect and optimize our entire customer contact ecosystem. You will move beyond traditional dialer management to own the full Customer Journey, leveraging CPaaS (Communications Platform as a Service), data-driven testing, and workflow automation to ensure SLA...

  • Workforce Management Real-Time Analyst

    1 week ago

    Manila, National Capital Region, Philippines Bill Gosling Outsourcing Full time ₱250,000 - ₱500,000 per year

    Join a Team That's Passionate About Making Lives BetterAt Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial...

  • Workforce Management Real-Time Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Bill Gosling Outsourcing Full time ₱350,000 - ₱700,000 per year

    Join a Team That's Passionate About Making Lives BetterAt Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial...

  • Senior Telecom Engineer

    2 weeks ago

    Manila, National Capital Region, Philippines Tenerity Full time ₱1,200,000 - ₱2,400,000 per year

    As Senior Telecom Analyst, you will be a member of our Network and Telecom Services Team at Tenerity, supporting our enterprise telecommunications platforms. The Senior Telecom Analyst is a hands-on and dynamic role, maintaining Tenerity's customer facing Contact Center omni-channel platforms and corporate telephony technologies. Expertise supporting the...

  • Management Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines BroadPath Global Solutions Inc. Full time ₱900,000 - ₱1,200,000 per year

    BroadPath is excited to announce that we are hiring for work-at-home Management Analyst. The Management Analyst will analyze operations and identify ways to manage performance, increase efficiency, and continuously improve processes. The analyst is responsible for partnering with business customers, including leadership stakeholders, clients, and vendors,...

  • Reporting Analyst Manager

    1 week ago

    Manila, National Capital Region, Philippines IntouchCX Full time ₱1,500,000 - ₱2,500,000 per year

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Management Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines BroadPath Full time ₱492,000 per year

    BroadPath is excited to announce that we are hiring for work-at-home Management Analyst. The Management Analyst will analyze operations and identify ways to manage performance, increase efficiency, and continuously improve processes. The analyst is responsible for partnering with business customers, including leadership stakeholders, clients, and vendors,...

  • Global Telephony Engineer

    1 week ago

    Manila, National Capital Region, Philippines Tala Full time ₱1,200,000 - ₱2,400,000 per year

    About TalaTala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by theFortuneImpact 20 list,CNBC's Disruptor 50 five years in a...

  • Manager, Business Analyst

    2 days ago

    Manila, National Capital Region, Philippines Conduent Full time ₱1,200,000 - ₱1,500,000 per year

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...

  • Data Analyst Senior Manager

    2 weeks ago

    Manila, National Capital Region, Philippines DigiPlus Interactive Corp Full time ₱2,000,000 - ₱2,500,000 per year

    About The TeamThe data scientist team is responsible for analytics and planning of the company's critical areas. We work cross-functionally with Gaming, Marketing and Engineering teams to deliver actionable insights and support strategic decision-making. We have different concentrations as follows: gaming, user growth, community, and strategy/business.About...