Dialer Executive
Eureka Outsourcing Solutions
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Job summary
Eureka Outsourcing Solutions is seeking a Dialer Executive to manage Genesys dialer environments and outbound campaigns in Mumbai. The role includes configuring campaigns, dialing modes, and agent groups, and ensuring data accuracy across campaigns.
The candidate will monitor real-time performance, optimize dialing parameters, and ensure compliance with Do-Not-Call rules. Strong MS Excel and MIS skills are required for reporting and RCA of issues.
Qualifications
- 3–5 years of dialer operations experience.
- Minimum 2 years with Genesys Dialer.
- Graduate in CS/IT/Engineering.
- Experience in outbound banking/financial services preferred.
Responsibilities
- Manage day-to-day Genesys Dialer operations for campaigns.
- Configure campaigns, dialing modes, lists, and agent groups.
- Monitor performance and optimize dialing parameters.
- Ensure compliance with calling-time restrictions and DND.
- Coordinate with telecom and IT for connectivity.
- Prepare and publish dialer performance reports.
Skills
Education
Tools
Job description
The person would be responsible to configure, manage and maintain voice technologies such as Avaya, Genesys and Teckinfo.
The person would be responsible to configure, manage and maintain voice technologies such as Avaya, Genesys and Teckinfo.
- Manage day-to-day operations of the Genesys Dialer environment for outbound banking sales campaigns.
- Configure and maintain:
- Campaigns
- Calling lists
- Dialing modes
- Skills / Queues
- Agent groups
- Calling rules
- Call treatment and routing parameters
- Retry and redial strategies
- Pacing and dialing parameters
- Monitor dialer performance and campaign health in real time.
- Optimize predictive/progressive dialing parameters based on agent availability, connect rates and campaign objectives.
- Monitor dialer capacity, concurrent calls, utilization and channel availability.
- Ensure optimal utilization of available trunks/SIP/PRI and dialer resources.
- Coordinate with telecom and infrastructure teams for voice connectivity-related issues.
- Perform first-level troubleshooting and coordinate with Genesys/vendor teams for complex issues.
- Create, configure and manage outbound campaigns based on business requirements.
- Plan campaign allocation based on:
- Lead volumes
- Agent availability
- Calling windows
- Contactability
- Campaign priority
- Business targets
- Monitor lead loading, lead distribution and campaign consumption.
- Ensure appropriate disposition mapping and campaign closure.
- Monitor lead recycling, retries and ageing.
- Identify under-utilized or over-utilized campaigns and recommend corrective actions.
- Ensure campaign configuration changes are documented and follow change-management processes.
A major responsibility of this position is dialer performance analytics.
The candidate should be able to independently analyze dialer data and identify operational trends.
- Attempts per hour, Contacts per hour, Connect rate, Contact rate, Answer rate, Right Party Contact (RPC), Agent occupancy, Agent utilization, Idle percentage, Abandonment rate, Average Handling Time (AHT), Talk time, Wrap-up time, Call disposition, Campaign penetration, Lead ageing, Retry performance, Drop rate, Pacing ratio, Channel utilization, Concurrent calls, Trunk utilization, Calls per agent, Sales conversion metrics
- Prepare and publish daily/weekly/monthly dialer performance reports.
- Analyze campaign-level and agent-level performance.
- Identify reasons for:
- High idle
- Low connect rate
- Low occupancy
- Excessive drops
- Low attempts
- Channel under-utilization
- Campaign slowdown
- Perform Root Cause Analysis (RCA) for dialer performance deviations.
- Provide actionable recommendations to Operations and Management.
- Correlate dialer metrics with Process KRAs.
- Establish performance baselines and monitor deviations.
- Monitor live campaign performance through Genesys monitoring tools.
- Track agent availability, ready/not-ready states, idle time and call activity.
- Identify abnormal campaign behavior and take corrective action.
- Monitor:
- Queue performance
- Agent availability
- Campaign pacing
- Call distribution
- Concurrent calls
- Channel utilization
- Coordinate with MIS/Operations for staffing and capacity requirements.
- Escalate critical incidents according to defined SLA.
The candidate must understand the importance of compliance within outbound banking/financial-services campaigns.
Responsibilities include ensuring dialer configuration supports applicable business and regulatory requirements, including:
- Calling-time restrictions
- Do-Not-Call / DND requirements
- Customer consent requirements
- Campaign-specific suppression lists
- Customer contact frequency controls
- Number masking and caller-ID requirements
- Regulatory/customer-contact restrictions
- Data privacy and information-security requirements
The candidate will coordinate with Compliance, Operations and IT teams to ensure campaign configurations do not result in unauthorized customer contact.
The candidate should have the ability to troubleshoot and isolate dialer-related issues across multiple layers.
Dialer ACD/CTI SIP/PRI Network CRM Reporting
Should be able to investigate issues such as:
- Calls not being generated
- Low call attempts & Low connect rate
- Excessive call drops, One-way audio, No audio, Call disconnections, SIP/trunk issues, Channel exhaustion, Incorrect call routing, Campaign pacing issues
- Agent state synchronization issues
- CRM/CTI integration problems
- Disposition/reporting mismatches
- Recording-related issues
The candidate should be capable of coordinating with Genesys, telecom, network, application and infrastructure teams to perform structured troubleshooting.
- Genesys Dialer hands-on operational experience
- Outbound campaign management & Predictive/Progressive dialing
- Dialer performance monitoring & Dialer analytics
- Campaign Configuration & Real-time monitoring
- Call-flow understanding
- SIP/VoIP fundamentals & ACD/CTI concepts
- Telecom troubleshooting
- Advanced MS Excel & MIS/reporting
- SQL
- (a) Experience
- 3-5 years of relevant experience in dialer operations.
- Minimum 23 years hands-on experience with Genesys Dialer.
- Experience supporting high-volume outbound banking/financial-services sales processes preferred.
- Experience managing multiple campaigns and large agent populations will be an advantage.
- (b) Qualifications
- Graduate in Computer Science, IT or Engineering.
- IT/Telecom certifications will be an advantage.
Mumbai
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