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Job Description & How to Apply Below
We are organizing a walk-in drive at our Sholinganallur, Chennai campus for the WFM (Workforce Management) roles. Please find the below details about the job description and the venue.
Please note that we have multiple opportunities, so please refer the job to your friends/colleagues.
Date: 23rd May 2026 (Saturday)
Time: 12pm to 3pm
Location:
CHENNAI HCL Technologies Ltd, Sez Unit-2 (Sdb2 Buid), Elcclot-Special Economic Zone, 602/3, Shollinganallur Village, Shollinganallur-Medavakkm High Road, Chennai-600119
Experience level: 3 to 10years
Work Model:
Hybrid
Shift: Night
NICE Dialer Analyst
Job Description:
The NICE Dialer Analyst is a Workforce Management oriented analyst responsible for the end-to-end management, configuration, monitoring, and optimization of outbound and blended dialer campaigns within the NICE platform . This role ensures dialer strategies are aligned with forecasted demand, staffing plans, and client business objectives while maintaining compliance, productivity, and service-level performance.
The analyst acts as the bridge between WFM, Operations, and Telephony , leveraging NICE dialer capabilities to drive optimal contact strategies, maximize agent utilization, and improve customer contact outcomes.
Dialer Campaign Management
Configure, launch, monitor, and optimize outbound and blended dialer campaigns within the NICE system .
Manage campaign parameters including pacing, call blending, retries, contact strategies, and compliance rules.
Perform ongoing dialer tuning to balance agent occupancy, abandon rates, and contact effectiveness .
WFM & Capacity Alignment
Partner closely with WFM Forecasting, Scheduling, and Intraday teams to align dialer activity with staffing plans and real-time availability .
Adjust dialer strategies based on intraday conditions, shrinkage, and operational constraints.
Ensure outbound volume plans align with forecast accuracy and SLA commitments.
Performance Monitoring & Analysis
Monitor dialer performance KPIs such as connect rates, penetration, abandonment, agent utilization, and productivity.
Analyze campaign results and identify trends, gaps, and optimization opportunities.
Provide actionable insights and recommendations to Operations and WFM leadership.
Client & Stakeholder Support
Act as the primary dialer SME for assigned client(s).
Support client requests related to campaign setup, changes, testing, and performance reviews.
Participate in governance calls, operational reviews, and continuous improvement discussions.
Compliance & Quality Controls
Ensure dialer campaigns comply with client rules, regulatory requirements, and internal governance standards.
Support audits, validations, and campaign approvals as required.
Maintain accurate documentation of dialer configurations and changes
Telephony Analyst
Job Description:
The Telephony Analyst is a Workforce Management aligned contact center analyst responsible for the end-to-end monitoring, support, and optimization of telephony and IVR platforms supporting inbound, outbound, and blended contact strategies. This role ensures telephony solutions including IVR flows, call routing, trunk capacity, and platform availability are operating effectively, aligned with forecasted demand, staffing plans, and client service objectives.
The analyst acts as the bridge between WFM, Operations, IT/Telecom, and Vendors , ensuring call delivery integrity, IVR performance, and telephony stability while proactively identifying risks, performance gaps, and optimization opportunities that impact customer experience, agent productivity, and SLA attainment.
IVR & Telephony Platform Monitoring
Continuously monitor IVR, ACD, and telephony platform health to ensure call flows, routing logic, and connectivity are functioning as designed.
Track real-time call volumes, queue behavior, routing outcomes, and IVR containment rates to identify anomalies or degradation.
Proactively detect and escalate telephony issues such as call failures, delays, misroutes, audio issues, or system latency.
Telephony Configuration & Change Support
Support IVR menu changes, call flow updates, routing adjustments, and platform configuration requests in coordination with IT and vendors.
Validate telephony changes through testing and post-implementation monitoring to ensure expected outcomes and no downstream impact.
Maintain configuration documentation, call flow diagrams, and change logs for all supported telephony components.
WFM & Demand Alignment
Partner with WFM Forecasting, Scheduling, and Intraday teams to ensure telephony capacity and routing strategies align with forecasted demand.
Monitor trunk utilization, queue distribution, and call arrival patterns to prevent capacity constraints or call blocking.
Support intraday decision-making by providing real-time telephony insights during volume surges, incidents, or BCP activations.
Incident Management & Escalation
Act as the primary point of contact for telephony-related incidents impacting operations.
Perform initial…
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