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
