Results-driven Dialer Operations & Workforce Management (WFM) professional
Send a job offer directly to this candidate
Results-driven Dialer Operations & Workforce Management (WFM) professional with 5+ years of overall experience, including 3+ years in fintech collections, dialer operations, workforce management and MIS reporting. Experienced in Agami, Freshchat, predictive dialers, RTA, forecasting, capacity planning, MIS reporting and collection operations. Strong analytical, reporting and stakeholder management skills.
Dialer Operations Specialist / WFM Analyst - FPL technologies
(2024-07)
Operated predictive dialers, configured campaigns, monitored KPIs (contact rate, occupancy, abandon rate), managed call lists, prepared MIS, RTA and forecasting reports, analyzed trends, supported field and data science teams, ensured compliance, coordinated agency billing.
Repayment Associate / Team Lead - FPL technologies
(2023-03 - 2024-07)
Led a 20-member Pan-India collection team, configured Agami campaigns, prepared MIS, shared hourly updates, coordinated field runners, maintained collection reports and supported recovery operations.
Customer support specialist - Vsynerize pvt ltd
(2022-03 - 2023-03)
Resolved customer issues, handled escalations, maintained records and prepared reports.
Quality assurance engineer - Tata autocomp system Ltd
(2020-07 - 2021-08)
Conducted quality audits, inspections, supplier quality coordination and corrective actions.
Bachelor of Engineering - Mechanical engineering - Nutan maharashtra institute of engineering and technology (2020)
Diploma - Mechanical engineering - Government polytechnic solapur (2017)
10th - Gopalrao dev prashala Malshiras (2014)
