Dialer/WFM Coordinator

Full-time Counselors, Social Workers, and Other Community and Social Service Specialists

Key Responsibilities

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

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

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

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

Ensure Compliance & Reporting – 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 & Genes...