Real-Time Dialer & WFM Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 500,000 - 900,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Dialer Management Analyst to optimize outbound dialer campaigns and monitor real-time adherence in our contact center. The role focuses on strategic setup, monitoring, and adjustments to meet SLAs and boost agent productivity.

Candidates should have 2–3 years in a contact center with dialer/WFM experience, strong Excel skills, and familiarity with major dialer systems. On-site work in Pasig area and graveyard shift are required.

Qualifications

• Graduate of any 4 year course.
• Minimum of 2–3 years in a contact center, with 1–2 years in Dialer Management, WFM, or Real-Time Adherence.
• Proven experience with dialer systems (e.g., Aspect, Genesys, Five9, LiveVox, Avaya, IEX).
• Strong Excel skills (advanced formulas, pivots, data visualization).
• Experience with WFM software (Aspect, Verint, NICE IEX, Calabrio) is highly desirable.
• Solid understanding of contact center KPIs and metrics (Service Level, AHT, Occupancy, Adherence, Abandonment Rate, Connect Rate).
• Excellent analytical, problem-solving, and decision-making skills.

Responsibilities

• Dialer Campaign Management: design, configure, launch, and manage outbound dialer campaigns to align with objectives.
• Monitor dialer performance in real-time and adjust as needed.
• Troubleshoot dialer issues and escalate to IT when necessary.
• Optimize dialer settings to hit KPIs and reduce customer complaints.
• Manage calling lists ensuring data integrity and DNC compliance.
• Implement and manage dialer filters and rules to maximize revenue.

Skills

Dialer management

WFM

Real-Time Adherence

Excel advanced

Data analysis

KPIs analysis

Education

Bachelor's degree

Tools

Aspect

Genesys

Five9

LiveVox

Avaya

IEX

Job description

Hammerjack Pty Ltd is seeking a Dialer Management Analyst to optimize outbound dialer campaigns and monitor real-time adherence in our contact center. The role focuses on strategic setup, monitoring, and adjustments to meet SLAs and boost agent productivity.

Candidates should have 2–3 years in a contact center with dialer/WFM experience, strong Excel skills, and familiarity with major dialer systems. On-site work in Pasig area and graveyard shift are required.