Department – Dialer & WFM
Job Role
- The candidate would be responsible for day-to-day administration, monitoring and reporting of dialer system including design and maintenance of campaigns, calling lists, filters, reports and list strategies.
- Responsible for Dialer management for Telecom, Healthcare and Revenue cycle Management 1st party and 3rd party portfolios
- Handle a team of ~60 employees (Asst Manager/Team lead/Sr.Executive/Executive/Data processing associates)
- Ensure all Dialer related issues/ requests are addressed and escalated to concerned personnel / departments / vendors
- Creation of services/Call centers based on business requirement
- Should be good at analyzing data trends, do root cause analysis and fix the issues
- Conduct regular audit on voice mails, IVRs and escalate issues to relevant teams
- Manage different hygiene metrics like Idle/Abort/Compliance and health of the download of different segments within Credence
- Suggest/Propose strategies based on business requirement for better results
- Represent Dialer function in different Weekly/Monthly/yearly reviews
- Experience working on Livevox dialer would be preferred
- Create, Maintain and analyze reports on intraday Daily/Hourly, weekly, monthly and yearly basis to monitor performance of strategies implemented across different portfolios
- Initiatives to be taken in terms of better management of the systems by placing proactive controls/checks before rolling it out to the Management/Ops team
- Reviewing the call strategy on a periodical basis and fine tune the same to achieve business challenges
- Experience in handling LEAN/SIX SIGMA projects would be added advantage
- Ensure that the team does rigorous monitoring of both Inbound and Outbound campaign
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 recent experience into 3rd Party US Collections.
- 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