Manage the outbound call center dialer which is the technology behind the operations of call center
Give inputs / analytics on operations
Roles & Responsibilities:
- Manage outbound call center dialer functionality end to end
- Real time manage the dialer application for upload of database
- Monitor and churn the database tables as per the connectivity delivered in a specific campaign
- Control Idle time and call drop offs by understanding Pacing ratios
- Responsible to manage telecom lines recommend and switch lines between GSM, PRI & SIP to increase the connectivity for employees
- Interact with the Core Dialer Partner on current implementations
- Preparations of BRD for Partners
- Interact with Bank IT team to resolve any local issues / concerns
- Conduct regular health Checks / Audits to check the functioning and efficiency of the Dialer Operations
- Ensure timely planning / backup at the time of outages
Secondary Responsibilities
Skilled to review the dialer performance and share the output or recommend changes which are required to better the application performance
Innovative on using the dialer features to ensure higher connectivity
Monitor and derive peak hours and non-peak hours to ensure maximum customers are connected
Managerial & Leadership Responsibilities :
Strong team player
Demonstrates technical skills and imparts the knowledge to required resources
Periodic reporting of dialer performance and daily dialed output summary
Should be skilled to drive objective through call center team daily
Key Success Metrics:
Number of dial out
Daily/Weekly/Monthly Connects
Ensuring stability of dialer application
Telecom lines performance management
Real time monitoring and reducing idle time