NICE Dialer Analyst
HCLTech
Now Hiring: NICE Dialer Analyst
We are looking for a NICE Dialer Analyst to join our team! This role is key to driving efficient outbound and blended dialer strategies , ensuring alignment with WFM planning, operational goals, and client expectations .
As a bridge between WFM, Operations, and Telephony , you will play a critical role in optimizing campaign performance, maximizing agent productivity, and improving customer contact outcomes.
Key Responsibilities
✅ Dialer Campaign Management
- Configure, launch, and optimize outbound & blended campaigns in NICE
- Manage pacing, retries, blending strategies, and compliance rules
- Continuously tune dialer performance (occupancy, abandon rate, effectiveness)
✅ WFM Alignment
- Collaborate with Forecasting, Scheduling, and Intraday teams
- Adjust dialer strategies based on real-time conditions
- Ensure alignment with staffing plans and SLA commitments
✅ Performance & Analytics
- Monitor KPIs: connect rate, penetration, utilization, productivity
- Identify trends and optimization opportunities
- Provide actionable insights to Operations and WFM
✅ Stakeholder & Client Support
- Act as SME for dialer-related topics
- Support campaign setup, changes, and performance reviews
- Participate in governance calls and continuous improvement initiatives
✅ Compliance & Controls
- Ensure adherence to client and regulatory requirements
- Support audits and validations
- Maintain accurate documentation of configurations
What We’re Looking For
- Experience with NICE Dialer / NICE platform
- Strong understanding of WFM processes (forecasting, scheduling, intraday)
- Analytical mindset with focus on performance optimization
- Ability to collaborate cross-functionally
- Experience in contact center environments
Location: Minerva
Interested? Apply or send your CV to: Ver el correo electrónico en click.appcast.io
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