Job Description

Job Description The purpose of this role is to manage all daily inbound/outbound dialer activity & inbound service levels across all multi-functional areas. Analyze real time contact center statistics in order to facilitate actions to meet inbound & outbound Collection targets. Dialer Support Create dialing strategies and campaigns in line with company strategy Continuously innovate to improve the performance of the dialer Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service Implement, control and evaluate calling strategies on the predictive dialer Campaign monitoring and troubleshooting Ensure compliance is continuously followed by communicating with all supervisors and managers Reporting and analysis on dialer performance Analyzing reports by interpreting results and by making additional recommendations to increase dialer performance. Manage relationships and expectations with various campaign managers. Debrief and review campaigns from a dialer perspective. Internal training on the dialer process at all levels within the call center is to be provided when required. Qualifications Bachelor's degree in CSE/IT Minimum of 5 years dialer administrator experience ( C- Zentrix/Asterisk based Dialer would be preferable) Minimum of 5 years experience in the interpretation of call center analytics. Proven record of formulating strategies and ability to effectively analyze business data Proficient at MS Office (Excel - advanced) Knowledge of dialer management/ownership and scenario based capacity planning for outbound Experience in developing and implementing strategic dialer projects that bring about system/operational efficiencies Technical Skills DBMS Concepts and SQL queries Linux/WINDOWS/CentOS Java Script,HTML,XML Basic knowledge of Voice and Data network communication PRI,VoIP,Media Gateways Attributes and behaviors Analytical(production and interpretation) and effective decisionmaker Persuasive, influence and initiate action High attention to detail Excellence interpersonal and relationship building skills