Dialer Executive

Position Name: Dialer Executive
Position Summary
Job Responsibility:
The person would be responsible to configure, manage and maintain voice
technologies such as Avaya, Genesys and Teckinfo.
A. Genesys Dialer Operations
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Manage day-to-day operations of the Genesys Dialer environment for
outbound banking sales campaigns.
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Configure and maintain:
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Campaigns
Calling lists
Dialing modes
Skills / Queues
Agent groups
Calling rules
Call treatment and routing parameters
Retry and redial strategies
Pacing and dialing parameters
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Monitor dialer performance and campaign health in real time.
Optimize predictive/progressive dialing parameters based on agent
availability, connect rates and campaign objectives.
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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.
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Perform first-level troubleshooting and coordinate with Genesys/vendor teams
for complex issues.
B. Campaign Management
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Create, configure and manage outbound campaigns based on business
requirements.
Plan campaign allocation based on:
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Lead volumes
Agent availability
Calling windows
Contactability
Campaign priority
Business targets
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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.
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Ensure campaign configuration changes are documented and follow change-
management processes.
C. Dialer Analytics
A major responsibility of this position is dialer performance analytics.
The candidate should be able to independently analyze dialer data and identify
operational trends.
Key metrics include:

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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
Responsibilities
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Prepare and publish daily/weekly/monthly dialer performance reports.
Analyze campaign-level and agent-level performance.
Identify reasons for:
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High idle, Low connect rate, Low occupancy, Excessive drops, Low
attempts, Channel under-utilization, Campaign slowdown
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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.
D. Real-Time Monitoring & Operational Support
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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:
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Queue performance, Agent availability, Campaign pacing, Call
distribution, Concurrent calls, Channel utilization
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Coordinate with MIS/Operations for staffing and capacity requirements.
Escalate critical incidents according to defined SLA.
E. Compliance
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:
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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.
F. Technical Troubleshooting
The candidate should have the ability to troubleshoot and isolate dialer-related issues
across multiple layers.
Expected knowledge:
Dialer ACD/CTI SIP/PRI Network CRM Reporting
Should be able to investigate issues such as:
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Calls not being generated

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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
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CRM/CTI integration problems
Disposition/reporting mismatches
Recording-related issues
G. The candidate should be capable of coordinating with Genesys, telecom,
network, application and infrastructure teams to perform structured
troubleshooting.
Mandatory
Genesys Dialer hands-on operational experience
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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
Preferred
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SQL
Requirements:
(a) Experience
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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.
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Experience managing multiple campaigns and large agent populations will be
an advantage.
(b) Qualifications
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Graduate in Computer Science, IT or Engineering.
IT/Telecom certifications will be an advantage.
Desired CTC bracket
Location:
Mumbai
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