MBE/WBE Certified
Credence Global Solutions

Assistant Manager

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

Job Category: Dialer & WFM
Job Type: Full Time
Job Location: Pune IN

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