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OBJECTIVE
Supporting outbound and inbound calling performance optimization by analyzing dialer performance in Genesys and providing data-driven insights and recommendations. The role ensures effective campaign execution, data integrity, and continuous improvement of connection rate and sales productivity.
Analyst focuses on analysis, reporting, and providing insights, recommendations, and ideas to support Sales Delivery and Telesales teams in implementation of strategies, enhancements and performance optimizations.
RESPONSIBILITIES
Dialing Performance Analysis & Optimization:
- Build strong analytical understanding of Genesys dialer logic, campaign configuration, and data structures to support performance analysis and reporting.
- Analyze dialing performance (e.g., connection rate, conversion rate, productivity) to identify inefficiencies and improvement opportunities.
- Analyze dialing strategies, including dialing modes, retry logic, call attempt rules, and task prioritization to provide necessary insights for continuous optimizations.
- Track calling performance and provide data-driven insights, analysis, and recommendations to support capacity planning and call volume forecasting, considering headcount and operational constraints.
- Monitor and evaluate pilot campaigns; provide data-driven recommendations for scaling or adjustment.
- Ensure data accuracy and consistency across Genesys, CVM, and other internal systems.
- Track and optimize telecommunication (Telco) costs in relation to dialing strategy and campaign performance.
Technology Analysis & Implementation Support:
- Own and maintain business logic for dialing performance reporting, ensuring consistency across dashboards and stakeholders.
- Collaborate with CRM BI / SP&A teams to enhance and monitor automated reporting (e.g., Power BI dashboards).
- Partner with IT and Genesys specialists to define and refine system requirements, support prioritization and deployment of enhancements and validate system changes through UAT and performance monitoring.
- Support business case development for new initiatives by quantifying expected impact (e.g., uplift in connection rate or conversion) and evaluating pilot results vs. baseline performance.
Ad-hoc Analysis & Cross-functional Coordination:
- Perform deep-dive analyses to investigate performance issues and anomalies.
- Lead root cause analysis and recommend corrective actions.
- Prepare and validate datasets for operational reporting, audits, and strategic initiatives.
- Translate analytical findings into clear, actionable insights for business stakeholders
- Collaborate cross-functionally with Telesales, CVM, IT, Risk, and Compliance to ensure alignment on data, processes, and system logic.
REQUIREMENTS
- Experience in Data Analyst, Business Analyst, Reporting Analyst, Campaign Analyst, or Performance Analyst roles.
- Experience working with Excel/SQL/BI tools or similar data/reporting tools is preferred.
- Experience with call center, telesales, or campaign performance is a plus.
- Good analytical thinking, logical problem-solving, attention to detail, and ability to explain insights clearly.
- Ownership mindset and ability to proactively identify performance issues and improvement opportunities.
- Fluent English communication.
COMPENSATIONS & BENEFITS
- 13th Salary Fixed and KPI Bonus.
- Premium Health Care for personal.
- 24/7 Accidental Insurance.
- 100% Social Insurance.
- Meal + Phone Allowance.
- Yearly Medical Checkup.
- 15 Annual Leaves.
- Professional and Transparent Working Environment.
- Apply Latest Financial Technology in the World.
