NICE Dialer Analyst

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