salmon-group - Dialer & Telephony Operations Specialist
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Requirements
• At least 1 year of experience in a similar role. • Hands-on experience in configuring, supporting, and administering an auto-dialer and telephony system (including greenfield / from-scratch launches) on platforms such as Webitel, Naumen, Genesys, Avaya, etc. • Understanding of how inbound and outbound calling works. • Knowledge of key contact center KPIs (CR, Spin Rate, ASR, LCR, Total Calls, AWT, AHT) and ability to analyze performance metrics. • Experience with monitoring systems (Zabbix, Grafana, etc.). • Experience building operational reporting and analytics. • Strong Excel skills (formulas, pivot tables, data analysis). • SQL query writing experience is a plus. • Proactive, results-oriented approach.
Responsibilities
• Ensure stable operation of the auto-dialer and telephony system. • Create, configure, and support inbound and outbound calling campaigns. • Manage dialing parameters and monitor performance of inbound/outbound lines. • Analyze operational metrics and develop initiatives to improve line efficiency. • Set up, implement, and automate reporting for key KPIs. • Daily control of the team’s KPI performance. • Coordinate with IT, telecom providers, and cross-functional teams to ensure uninterrupted system performance.
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