Dialer & WFM
Job Role
- Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals
- Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview, predictive and HCI dialing campaigns
- Develop, analyze and distribute agent statistics and identify trends to help determine the need for strategy changes and/or training
- Optimize daily performance on the Telephony platforms and ensure appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound dialer management
- Responsible for implementation and production of daily business reporting
- Identifying and implementing process improvements
- Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI’s are surpassed
- Effectively lead, develop, and manage a team of dialer administrators.
- Preparing and participation in Dialer/Portfolio reviews.
- Effectively coordinating with the stake holders on a regular basis ensuring the healthy desired output for portfolios.
Desired Skills
- Candidate should have a Bachelors/Post graduate degree in any stream with minimum 4-5 years of Supervisory Dialer Management experience
- Should have experience of handing a large diverse team of full time employees
- Should possess strong execution skills along with demonstrated ability to identify root causes of problems; generate and evaluate creative alternative solutions; implement problem resolutions quickly and effectively with fact-based decisions
- Strong communication and interpersonal skills with evidence of teamwork and collaboration
- Advanced working knowledge of Microsoft applications – Excel, Word, Power Point
- Preferred Qualification – Any Graduate