Dialer Administrator

IntouchCX; Hyderabad; On-site; INR 420,000 - 660,000; Full time

Job summary

IntouchCX is seeking a Dialer Administrator in Hyderabad to manage our in-house dialer system, monitor vendor productivity, and drive workforce efficiency. You will oversee system configuration, daily dialer strategy execution, performance monitoring, and reporting.

You will also assist intraday workforce management processes and help balance inbound call allocation between vendors and clients, ensuring optimum staffing and productivity across operations.

Qualifications

• 2-4 years of call center experience with dialer administration and WFM system configuration.
• Associate Degree or equivalent experience is required.
• Knowledge of dialer and WFM system configuration and administration.
• Strong sense of urgency, energy, and enthusiasm in adopting new opportunities.

Responsibilities

• Be in charge of dialer administration including opening/closing processes and intraday monitoring.
• Track intraday inbound call volume and allocation change requests.
• Provide front-line support for system and operational issues, including issue tracking and resolution.
• Hold meetings with operations leaders to discuss productivity trends and concerns.
• Monitor agent dialer schedule adherence and follow up with management to ensure staffing.
• Participate in coaching and development sessions to improve performance.

Skills

Dialer administration

WFM system configuration

Call center experience

Communication skills

Problem solving

Adaptability

Team player

Education

Associate Degree

Tools

Microsoft Office

Excel

Access

PowerPoint

Job description

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.