Dialer Management Analyst

Who We Are

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Dialer Campaign Management

• Design, configure, launch, and manage outbound dialer campaigns (e.g., Predictive, Power, Preview, Progressive) to align with business objectives and client requirements.
• Monitor dialer performance in real-time, including dial ratios, connect rates, answer rates, agent utilization, and abandonment rates.
• Proactively identify and troubleshoot dialer issues, escalating to IT or relevant teams as needed.
• Optimize dialer settings (e.g., dialing pace, list penetration, campaign priority) to achieve target KPIs and minimize customer complaints.
• Manage and update calling lists, ensuring data integrity and adherence to Do Not Call (DNC) regulations.
• Implement and manage dialer filters and rules to maximize revenue and right-party contacts.

Real-Time Adherence (RTA) Monitoring & Management

• Monitor agent adherence to schedules in real-time, identifying deviations (e.g., late logins, extended breaks, unscheduled absences) and communicating with team leaders/supervisors.
• Utilize WFM tools and/or existing Manual process to track and report on agent states, ensuring optimal staffing levels throughout the day.
• Collaborate with operations to address immediate staffing needs and adjust agent assignments to balance workload.
• Provide real-time insights and recommendations to improve agent efficiency and compliance.

Workforce Management (WFM) Support

• Partner with the WFM team to provide intraday analysis of call flow, volume trends, and staffing requirements.
• Assist in adjusting agent schedules and breaks to meet fluctuating demand and achieve service goals.
• Contribute to the creation and maintenance of WFM reports related to dialer performance, RTA, and overall contact center efficiency.
• Participate in daily/weekly WFM huddles to review performance and strategize on improvements.

Reporting And Analysis

• Generate and distribute daily, weekly, and monthly reports on dialer performance, RTA, and key contact center metrics.
• Conduct in-depth analysis of dialer data to identify trends, root causes of issues, and opportunities for optimization.
• Present findings and recommendations to WFM, operations, and leadership teams to drive data-driven decisions.
• Develop and maintain dashboards to provide real-time visibility into dialer and agent performance.

Compliance And Quality

• Ensure all dialer operations adhere to existing regulatory standards and company policies.
• Work closely with quality assurance and compliance teams to maintain high standards of customer interaction.

QUALIFICATIONS:

• Graduate of any 4 year course, additional expertise in Statistics, Information Technology, or a related field is a plus.
• Minimum of 2-3 years of experience in a contact center environment, with at least 1-2 years specifically in Dialer Management, Workforce Management, or Real-Time Adherence.
• Proven experience with dialer systems (e.g., Aspect, Genesys, Five9, LiveVox, Avaya, IEX).
• Strong proficiency in Microsoft Excel (advanced formulas, pivot tables, data visualization).
• Experience with WFM software (e.g., Aspect, Verint, NICE IEX, Calabrio) is highly desirable.
• Solid understanding of contact center KPIs and metrics (e.g., Service Level, AHT, Occupancy, Adherence, Abandonment Rate, Connect Rate).
• Excellent analytical, problem-solving, and decision-making skills.
• Ability to interpret complex data and translate it into actionable insights.
• Applicants must be amenable to work on a graveyard schedule (following EST/CST Timezones) and on-site (Estancia, Capitol Commons, Pasig City).