Dialer & WFM
Job Role
- Ideating and sharing data-driven insights to help stakeholders to undercover trends and underlying drivers of growth and profitability to inform business strategy
- Closely collaborate with Business partners to maximize the business value of solutions with innovative platform and intelligent enhancements
- Driving ongoing process improvements to reduce cycle time, increase accuracy and improve transparency
- Leading a high performing team and ensuring a close collaboration & partnership with stakeholders
- Leading direct reports to deliver on critical goals of driving flawless execution on business driven change
- Coaching and developing high performing team members to realize their potential in terms of personal and professional growth, quality & throughput of work, and project accountability & leadership. Conduct Dialer Training sessions for new hire agents
- Acting a liaison between Business requirements and Call Management procedures. Ensuring the legal and Regulatory controls are central to everything we do when implementing and executing initiatives
- Work with different business segments to develop better procedures and Client offerings, solve problems and investigate issues
- Create and maintain Sops, Best Practices and other documents. Participate in standardization and continuous improvement initiatives by attending various high level strategic meetings with decision makers, gain insight into industry trends
- Develop and & maintain business responsiveness through frequent communication with Vendors through regular calls and emails
- Co-ordinate with IT team for improvement in LiveVox integration for business enhancement
- Responsible for analyzing and forecasting data related to planning, MIS and scheduling activities. Preparing ad-hoc reports & analysis for management reporting and needs. Planning and organizing long term plans and ensuring same is aligned to Operations requirements
- Ensuring Dialer reports are created and sent to all per the agreed time slots
- Analysis of all portfolio performance daily/Weekly/Monthly/Annually and provides inputs to improve Completion %,Penetration %,Abandon %,RPC % and Business Performance
Candidate Requirements
- Candidate should have a Bachelors/Post graduate degree in any stream with minimum 5 –6` 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