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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 .