Associate, WFM Dialer

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities

• Dialler System Management
  • Configure, monitor, and maintain outbound dialler platforms (e.g., predictive, preview, progressive modes).
  • Set up campaigns, call lists, and pacing strategies aligned with business objectives.
  • Troubleshoot dialler issues and liaise with IT or vendors for resolution.
• Performance & Reporting
  • Analyse dialler KPIs (connect rates, abandonment rates, saturation levels).
  • Produce regular performance reports and recommend improvements.
  • Adjust campaign settings in real time to optimise outcomes.
• Compliance & Risk Management
  • Ensure adherence to regulatory standards (e.g., OFCOM).
  • Monitor nuisance and abandon rates to remain within legal thresholds.
• Operational Leadership
  • Collaborate with resource planning teams to schedule dialler shifts.
  • Work closely with operations and supplier managers to balance inbound/outbound workloads.
  • Provide coaching and support to agents on dialler best practices.
• Stakeholder Engagement
  • Partner with planning and performance teams to align dialler strategy with organisational goals.
  • Communicate updates and insights to senior leadership

Key skills and  knowledge:

• Technical Skills
  • Experience with dialler platforms (e.g., Five9, Genesys, NICE, Aspect).
  • Knowledge of CRM integrations and outbound call scripting.
  • Familiarity with SQL or reporting tools for campaign analysis.
• Soft Skills
  • Strong analytical and problem-solving ability.
  • Excellent communication and stakeholder management.
  • Ability to work under pressure and adapt to changing priorities.
• Preferred
  • Background in high-volume contact centre environments.
  • Understanding of workforce management and resource planning.
  • Experience of using a Dialler would be preferred

Educational Qualification :Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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