Dialer/WFM Coordinator

Full-time Customer service / support

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