01Overview
Preferred candidate profile
- Proficiency in real-time monitoring tools and performance dashboards (Power BI or equivalent)
- Strong written and verbal communication skills in English capable of clear, concise Teams and email communication under time pressure
- Ability to manage multiple concurrent tasks monitoring, communication, and system execution simultaneously
- High reliability and adherence to defined shift schedules, escalation protocols, and SOPs
- Detail-oriented with accurate real-time data entry habits (Dialer Pass Tracker maintenance)
- Hands-on experience with Noble Dialer or equivalent predictive/progressive dialer platforms
- Familiarity with Harmony Wallboard or similar inbound queue monitoring tools
- Working knowledge of call center KPIs abandon rate, AHT, contact rate, penetration rate
- Prior experience in a BPO setting supporting a US-based financial services client
- Exposure to Microsoft Teams-based multi-party operations communication
- Team-first coordination consistently ensures coverage before stepping away
- Calm under pressure able to manage system issues and simultaneous team communications without error
- Ownership mentality treats the dialer system as a responsibility, not just a task .
