Job Description

Urgent Hiring for Dialer Manager

Budget - 18 LPA (Negotiable)

Req. Exp. - 10 Years + (5 yrs+ on Dialer Management) , 24-7 Shift

JOB LOCATION - Noida (Work from Office)

FUNCTIONAL REPORTING

- IT-HOD

- Mandates for Dialer Manager

- Data Management

- CRM

- VOIP

- Calling compliance

- 24-7 Rotational shift

- International or outbound call environment experience

- Good communication - Mandate

OBJECTIVE :

The purpose of this role is to manage Dialer, Workforce Management & Resource Management with optimizing resource utilization, productivity, accuracy & quality, thereby accomplishing organizational goals

KEY RESPONSIBILITIES :

- Dialer, CRM, Telephony, Process Implementation, Strategy Sales, Reporting

- CRM and Dialer & telephony management for entire Sales team and associated agency

- CRM-Experience in lead management, user management, and reporting structure designed on CRM as per business requirement.

- Telephony structure design, establish and Integrate with CRM

- Able to manage multi geographies Outbound & Inbound campaigns

- Implementation of digital tools with Product team like Predictive dialing between CRM and telephony through API's, etc

- Product testing on different metrics and sharing the final approval or enhancement as per result

- Collaboration, Communication with Vendor's and key stakeholders in regard to product enhancement or various features and working on deliverables

- Ensure a 100% compliance towards the regulatory standards like OFCOM/ICO/DMA/DPA

- Team management, building team and sharing workload, knowledge and encouraging teammates

- Open to new Idea's and keep evaluating new features or idea's to business for better growth

YEARS OF EXPERIENCE :

Min 5+ years of experience in Dialer profile.

- Performance-driven professional with merit of delivering transformational change in Dialling Strategy; built capabilities and set up governance structure, Dialer readiness and enhanced internal controls in the organization

- Capable of monitoring real-time queue, schedule adherence & attendance, improving efficiency, contributing in various process improvement & automation ideas

- Spearheaded operations entailing Resource Management with rich expertise in various facets of WFM such as Demand Forecast & Analysis, Demand Validation & Fulfilment Plan and Attrition Control - Collaborated with different line of business/stakeholders, developed, optimized & customized reports using automation techniques and formulated business reports, dashboards & outputs