Dialer and Telephony Operations Specialist

This is a fully remote position, open to applicants in Kazakhstan.

📋 Description

• Ensure the reliable operation of the auto-dialer and telephony system.

• Design, configure, and provide support for inbound and outbound calling campaigns.

• Oversee dialing parameters and track the performance of inbound/outbound lines.

• Evaluate operational metrics and create initiatives to enhance line efficiency.

• Establish, implement, and automate reporting for essential KPIs.

• Monitor the team’s KPI performance on a daily basis.

• Collaborate with IT, telecom providers, and cross-functional teams to guarantee continuous system performance.

⛳️ Requirements

• Minimum of 1 year of experience in a comparable position.

• Practical experience in configuring, supporting, and managing an auto-dialer and telephony system (including greenfield / from-scratch launches) on platforms such as Webitel, Naumen, Genesys, Avaya, etc.

• Familiarity with the mechanics of inbound and outbound calling.

• Knowledge of essential contact center KPIs (CR, Spin Rate, ASR, LCR, Total Calls, AWT, AHT) and the capability to analyze performance metrics.

• Experience with monitoring systems (Zabbix, Grafana, etc.).

• Experience in creating operational reporting and analytics.

• Proficient in Excel (formulas, pivot tables, data analysis).

• SQL query writing experience is advantageous.

• A proactive and results-driven mindset.

🏝️ Benefits

• N/A