Campaign scheduling
Check and create Exclusion files, Upload it in Local ASL
Scrub Call tables from Local ASL for Inhouse and vendor Sites
Place files for Vendor sites in SFTP
Import Call tables in dialer for Inhouse as per portfolio
Upload Call Tables to Campaigns for all supported processes before shift start
Campaign Monitoring
Controlling dialer builds, refreshing tables, monitoring floor operations for dialer performance and working with operations to optimize calling the best accounts at the best time
Dialer set up incase of process in housing: Creation of table definition, dialer extract, disposition, route access, agent id creation and mapping, services, time zone, etc.
Serves as a contact point for system questions, assess business needs, deployment of and problems to ensure that management is informed of functionality issues that arise
Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns
MIS & Reporting
Prepare Agent, Break, Intraday reports and Dialer MIS accurately as per defined timelines and circulate to relevant stakeholder by regular review of DL
Incorporate changes in MIS/Processes suggested by stakeholders
Ensure policy and process adherence in MIS preparations
Ad-hoc Analysis
Perform Adhoc analysis for support needed by stakeholders
Come up with improvement opportunities basis trend analysis and observations
Portfolio Dialer metric
Maintaining daily calling status and contact database off all portfolios for various process like NRD exclusion, Portfolio account level reports
Meeting respective portfolio PEN, Connect rate & contact rate. Check true caller clean up activity logs and Flashing number change activity
Vendor site visit
Site visit-twice a week
Check true caller clean up activity logs and Flashing number change activity
Check any deviations in Login time other than days we had CRM file delays
Validate Stop Calling actioned within TAT and Hygiene Check on Export file
Improve overall Contact Rates by 300 BPS, unique by 500 BPS
Share best practices on Dialer contact strategy to the DSAs on Vendor site in alignment with business goal
Education Required
Any Graduate Degree from reputed institute with 2-4 years of related or similar experience
Skills Sets Required
Proven analytical and computer skills (MS - Excel/Access competency: Pivot, Complex formulas, etc)
Knowledge of outbound Call Centre and collection process knowledge
Advance knowledge of MS Excel and Access
Preferred - Hands on experience of SQL & PL/SQL
Ability to work with Cross Functional Teams
Must have Qualification
Product and industry knowledge
Graduate in any discipline from a reputed and recognized institute/University
Exposure to large dataset handling
Relevant Experience in a field
Minimum 2 year experience in the relevant field
