Job Description

The purpose of this role is to manage the daily outbound dialer activity for the Repayments contact center, analyze real time contact center statistics in order to facilitate actions to meet outbound service level targets.

Desired Experience

Minimum 3 years of experience as a dialer administrator
Minimum 3 years of experience in the interpretation of call center analytics
Proven record of formulating strategies and ability to effectively analyse business data
Proficient at MS Office
Knowledge of dialer management/ ownership and scenario based capacity planning for outbound
Experience in developing and implementing strategic dialer projects that bring about system/ operational efficiencies

What you will do

Create dialing strategies and campaigns in line with company strategy
Continuously innovate to improve the performance of the dialer
Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service
Implement, control and evaluate calling strategies on the predictive dialer
Campaign monitoring and troubleshooting
Ensure compliance is continuously followed by communicating with all supervisors and managers
Provide ad-hoc duties to the dialer contact center environment as delegated by management
Reporting and analysis on dialer performance
Analysing reports by interpreting results and by making additional recommendations to increase dialer performance.
Debrief and review campaigns from a dialer perspective.
Internal training on the dialer process at all levels within the call center is to be provided when required.
Education: ME/ M.Tech./ MS (Engg/ Sciences)r r r r r r r Any Graduate
Industry: Financial Services/Stockbroking, Banking

Skills Required