Dialer Administrator

IntouchCX; Hyderabad; Hybrid; INR 400,000 - 700,000; Full time

Job summary

IntouchCX is seeking a detail-oriented Dialer Administrator to manage our in-house dialer system, monitor vendor productivity, and drive workforce efficiency. The role involves configuring the dialer, executing daily strategies, and publishing performance reports.

You will support intraday workforce management processes and help allocate inbound calls between vendors and clients while collaborating with operations leaders to optimize staffing and productivity.

Qualifications

• 2–4 years of call center experience with dialer administration.
• Associate degree or equivalent.
• Experience configuring dialer and WFM systems.
• Ability to take on opportunities with urgency, energy and adaptability.
• Able to handle changing demands with realtime flexibility.
• Strong problem-solving with complex data.
• Excellent verbal and written communication.
• Team player with customer-facing skills.
• Results-driven with strong planning and organizational skills.
• Self-confident with positive demeanor.
• Adapt to changes and new situations.
• Proficiency in Microsoft Office focusing on Excel, Access and PowerPoint.

Responsibilities

• Be in charge of dialer administration including opening/closing processes, intraday monitoring of dialer performance, execution of daily dialer strategy, and publishing of reports.
• Track intraday inbound call volume and allocation change requests.
• Provide front-line support for system and operational issues affecting operations, including issue tracking and resolution.
• Hold meetings with operations leaders to discuss productivity concerns or positive trends.
• Monitor agent dialer schedule adherence and follow up with management/agents to ensure maximum staffing.
• Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.

Skills

Call center experience

Dialer administration

WFM configuration

Communication skills

Problem solving

Team player

Adaptability

MS Office (Excel/PowerPoint)

Education

Associate degree

Equivalent experience

Tools

Dialer software

WFM system

Excel

Access

PowerPoint

Job description

About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About The Job We’re looking for a detail-oriented Dialer Administrator to manage our in-house dialer system, monitor vendor productivity, and drive workforce efficiency.
The Dialer Administrator plays a critical role in supporting the business to achieve the customer contact goals by administering the in-house dialer including system configuration, execution of daily dialer strategy, monitoring performance, and reporting.
In addition to dialer administration, this position will support intraday workforce management processes as needed. This role is also responsible for monitoring and adjusting early-stage inbound call allocation between our vendors and client.
As Dialer Administrator, You Will…

• Be in charge of dialer administration including opening/closing processes, intraday monitoring of dialer performance, execution of daily dialer strategy, and publishing of reports.
• Track Intraday inbound call volume and allocation change requests.
• Provide front-line support for system and operational issues affecting operations, including issue tracking and resolution.
• Hold meetings with operations leaders to discuss productivity concerns or positive trends.
• Monitor agent dialer schedule adherence and follow up with management/agents to ensure maximum staffing.
• Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.

As Dialer Administrator, You Need…

• A minimum of 2-4 years of call center experience (auto finance collections preferred), including dialer administration and WFM system configuration.
• An Associate Degree or equivalent experience.
• Knowledge of dialer and WFM system configuration and administration.
• The ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• An adapting approach & demeanor in real-time to match the shifting demands of different situations.
• The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Excellent communication skills; listening, verbal, and written.
• A resourceful team player mindset, excelling at building trusting relationships with customers and peers.
• A results-driven achiever with exemplary planning and organizational skills.
• Self-confident attitude and positive demeanor.
• The ability to cope well with change and comfortably adapt to new situations.
• Proficiency in Microsoft Office with a focus on Excel, Access, and PowerPoint.