1. Summary
- Dialer Analysts are responsible for the real-time management of outbound/IB/Blended technology platforms (deployed on TRG Dialer/Web Dialer) and subsequent analysis and recommendations stemming from performance results/trends while acting as a primary POC for all production/performance impacting concerns.
Reporting Relationship
- Analyst / Supervisor / Manager
- Responsible for the minute-to-minute management of the TRG|Dialer and Web Dialer for the entire enterprise, including but not limited to:
Start of Outbound/IB/Blended-Production-Day Tasks:
- Making campaigns ready for production by verifying existing filters and settings with campaign developer and Ops team and updating these if required.
- Checking all dialers to confirm all applications are running error-free. If not then restart applications.
- Implementing daily dialing plans and timezone schedules.
During Outbound/IB/Blended-Production Tasks:
- Monitoring campaigns in real-time so that low leads situations or compliance failures are avoided or are pre-empted to cause minimum downtime.
- Modification of campaign parameters as and when required by Ops, Dialing Strategy wing (CcOutbound) and Client Services teams.
- Manual updating of timezones at times specified as per given dialing plans.
- Maintaining integrity of Dialer infrastructure and associated Telco layer in coordination with other infrastructure departments.
- Generation and analysis of reports throughout the shift to make appropriate program changes based on client goals.
- Analysis of systems issues and working closely with the ServiceDesk and Tech Support (Dialer & Dev.) to seek effective and immediate solutions.
- Maintaining continuous communication with management and supervisory team as well as with Tech support.
- Providing regular feedback to those involved with programs, including Operations Managers, Supervisors, Contact Center management, and Information Technology.
- Participating in bridges to coordinate resolution of urgent production impacting issues.
- Performing any other dialer related duties as assigned.
End of Outbound/IB/Blended-Production-Day Tasks:
- Ensuring no agents are stuck on dialers at the end of outbound production.
- Performing campaign and dialer/Dialer application maintenance.
Other duties
- Providing Level 1 support and troubleshooting during dialer issues in co-ordination with other support teams and often provide L2 support in some cases. (Dedicated level 2 support for TRG|Dialer is IBEXTech.Dialer.support Team and for CTI/Dialogic its Ahmed Raza. For Web Dialer related issues L2 Support Team is WebDialerSupport distribution list)
- Deploying new campaign scripts into production
- Adding new agents on the dialer
- Assigning agents to campaigns on the dialer
- Performing daily/weekly dialer maintenance activities
- Providing same support services to developers in testing environment that are provided to operations teams in live production.
- Setting up new campaigns on the dialer after they are deployed by developers and creating call tasks for them.
- Adding numbers to DNC on the dialers
- Applying and removing dialing restrictions during holidays, calamities etc.
- Participating in testing of new campaigns with Ops and Client Services teams.
- To keep documentation updated in light of day to day changes
Skills
• Experience in the telemarketing field .
• Proficiency in Microsoft Technologies, especially Microsoft Office, Outlook and Windows 2003 and above.
• Experience in SQL querying preferable; should at least have good understanding of SQL
• Knowledge of telecommunications infrastructure would be a plus
• Flexibility and availability for working any time of day and any day of week (bulk of the work will be during night time)
• Ability to relate to all levels of staff and management from multiple support wings.
• Good reasoning abilities, troubleshooting & sound judgment skills.
• Well-developed administrative skills.
• Tactful, mature, flexible, people-oriented.
• Resourceful and well organized.
• Ability to create a harmonious team atmosphere and interact respectfully in a calm and professional manner.
8. Physical Demands and
Job Details
'ibex.' is is a public listed company on Nasdaq. We are a people-helping company, inspired to bring about a global change in an otherwise dulled out technological world. Headquartered in Washington, D.C., ibex. has delivery locations across 30 sites in 8 countries and maintains a network of over 25,000+ employees. With its CLX platform, the company’s solutions range from handling 138 million customer interactions yearly for its clients from onshore, offshore and near-shore locations, to acquiring new customers for its clients that add $2.3 billion yearly in lifetime revenues, to deploying its Clear view platform that helps brands manage and optimize their customer experience. Emerging with its client-driven and customer-inspired approach, ibex. Pakistan has achieved the #1 Market Position in delivering the end-to-end customer experience journey to fortune 500 companies. We are among the fastest growing geographical location of ibex currently employing 6500+ employees operating from 8 centers in 3 major cities; Karachi, Lahore, and Islamabad. We offer permanent and contractual job opportunities with internal growth opportunities to striving individuals. We have among the highest female ratio and fresh graduate hiring across the industries. Our mantra is we don’t create jobs we make careers!
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