Dialer Officer

About the Job

Overview

Division: Lead Management System

Designation: Dialer Officer
Location: Mahape - Navi Mumbai
Experience: 4 years

Roles & Responsibilities:

Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters
Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview and predictive dialing campaigns in combination with attended messaging and blast 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 Dial Connection Telephony platforms and ensures appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume
Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies
Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI's are surpassed
Executing dialer strategy for multiple departments
Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively including left messages via human or virtual
Responsible for development, testing, implementation and production of daily business reporting
Completes regular Quality Assurance monitoring of the dialer systems and processes
Ensure State/Country compliance requirements
Functions as primary point of contact to dialer strategies (sales) and advocate for team strategic insight, results and makes recommendation for process/system changes
Identifying and implementing process improvements.
Effective communication verbal and written skills, excellent time management and organizational skills, attention to detail and problem solving skills and demonstrated analytical competencies
Education and Experience:
Minimum 4 years’ previous experience in a high volume contact center while possessing the ability to handle multiple priorities and projects simultaneously
Technically competent on the Dial Connection systems and involve in CRM integration with dialer system.
Will be able to drive the shift alone and will be able guide subordinates in require situation.
Technically strong and will be able to manage PAN INDIA dialer operations.
Possess excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, and application users
Communicate and collaborate with developers and subject matter experts to establish the technical and functional requirements for new contact center and marketing driven initiatives
Strong analytical skills required, including an extensive understanding of how to interpret department business needs and translate them into application and operational requirements
Advanced PC skills, specifically with Microsoft Access and Excel, including the ability to download, import and export files, as well as creates and utilizes pivot tables and macros. Experience with Word, SQL and/or Business Objects required.

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Salary :

Minimum Salary : Rs. 45000/Per Month

Maximum Salary : Rs. 50000/Per Month

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