Dialer/WFM Coordinator

Elevate Global · India

Key Responsibilities

Manage Genesys Diale r – Administer outbound collections campaigns, monitor dialer performance, and optimize calling strategies

Monitor Workforce Operation s – Track real-time schedule adherence, attendance, staffing levels, and daily contact center KPIs

Analyze Performanc e – Review call volume and campaign results, identify trends, and recommend operational improvements

Coordinate with Team s – Work closely with vendors, IT, and Application Operations to ensure smooth contact center operations

Ensure Compliance & Reportin g – Maintain WFM records, prepare reports, monitor SLAs, and support compliance with operational standards

What we’re looking for:

• 2+ years of experience in a customer support/contact center environment
• Good knowledge on WFM software applications & Genesys
• Good knowledge of Dialer systems
• Strong organizational, verbal and written communication skills.
• One-year previous Dialer Management or Workforce Management experience desired