REAL TIME ANALYST - DIALER OPERATIONS / WFM ASSOCIATE

Bello Vista Technologies is urgently hiring Real Time Analysts for Dialer Operations on behalf of our US based Third Party Collections Client. This is an exciting opportunity for the right individual with experience in handling Dialer, RTA and WFM activities for collections process. Our client has over 300 employees across 3 countries and is into debt collections for telecom, health care, and other verticals.
Please do not apply unless you possess relevant experience of at least 12 months in Dialer Management, WFM and RTA activities for US or UK based projects.
Job Category
RTA - DIALER OPERATIONS / WFM ASSOCIATE
Position Summary
Responsible for providing real-time support to the Operations team and operation leaders in tracking, notifying, and reporting all aspects of agent productivity, schedule adherence and call adherence. Position will work closely with Operations, Analyst and Supervisor with managing coverage and adjusting auxiliary schedules based on daily fluctuations in staffing levels.
Responsibilities
Duties include but are not limited to the following:
Monitoring real time dialer performance as well as reporting on outbound and inbound queues
Monitoring abandonment rate, ready time, wrap up time, dialing records availability, AHT, etc.
Uploading and churning call records / data
Testing inbound numbers and LCIDs
Monitor staffing schedule adherence real-time to ensure performance is within established KPI and SLA requirements.
Prepare daily, weekly, monthly and ad hoc reports
Proficient in using MS Excel – pivot tables, vlook up, etc
Monitoring live agent productivity and notifying leadership when out of adherence.
Track, prepare and distribute adherence related reporting to enable leaders the ability to coach and to take corrective action to improve agent efficiency.
Facilitates real-time discussions with necessary stakeholders.
Maintain contact center metrics by adjusting staff as needed.
Update staff schedules with daily exception requests and responds to escalated issues and ad-hoc requests.
Ensures that all reports originating from the department are accurate and reliable.
Communicates intraday issues with Supervisors and Management.
Assumes and performs other duties and responsibilities assigned by leadership.
Minimum Qualifications
Skills:
Ability to work well under pressure, in a highly dynamic and fast-paced environment.
Ability to work independently and capable of exercising excellent judgement to recognize and resolve KPI affecting gaps.
Intermediate knowledge of call center management and all related calculations
Proficient in Microsoft suite of products with heavy emphasis on Excel
Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion.
Ability to work flexible schedule based on the operational demands of the call center.
Excellent research, analytical and problem-solving skills.
Excellent organizational, planning and time management skills.
Required:
1+ year Dialer, WFM & RTA experience for outbound campaigns
Calls adherence and KPI management
2+ years Call Center experience required.
Proficient in Excel with a focus on formulas, pivot tables, data visualization etc.
High School Diploma
Experience of handling Live Vox dialer will be an added advantage
Hourly/Full time position
Work Shift: Night Shift. 5 days per week.
Optional Benefits: PF & ESI
Bello Vista is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by, state or national law.

Work arrangement
No