Nikitha Mathias

Nikitha Mathias

Dialer Executive | Technical Operations | Data & Reporting
India
English
Full-time On-site

About Me

Technology-oriented Dialer Executive currently working on the Kotak Bank process at EOS Globe, Thane. Experienced in campaign monitoring, agent management, Genesys CCPlus operations, operational data handling, SQL-based …

Experience

Dialer Executive

EOS Globe · Thane, Maharashtra
Aug 2026 - Present · 3 months

<p>Monitor and manage approximately 42 outbound dialing campaigns to support daily calling operations.</p><p> Monitor agent activity and manage idle agents by moving them to appropriate campaigns based on operational requirements.</p><p> Work with Genesys CCPlus and Genesys Configuration for dialer operations and campaign monitoring.</p><p> Execute SQL-based data queries to retrieve operational information and support reporting requirements.</p><p> Prepare and share campaign-wise login counts, API data counts, and daily operational reports.</p><p> Compile final reports covering agent login, dial attempts, answers, connection percentage, idle time, and abandonment metrics.</p><p> Support operational troubleshooting by monitoring campaign activity, agent availability, and data status.</p><p> Coordinate with operational teams to fulfil data requests and maintain smooth campaign operations.</p>

Skills

Genesys CCPlus Genesys Configuration Campaign Monitoring Agent Management SQL Microsoft Excel PivotTables Lookup Functions Power BI DAX Python Data Analysis Statistical Concepts Data Cleaning Reporting Troubleshooting Analytical Thinking Attention to Detail Problem-Solving Team Coordination Time Management
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