Role & responsibilities

To manage & maintain dialing operations for Cash loan call center across the country. Design & implement strategies to improve business metrics like connectivity, agent utilization & conversion rate

Responsibilties

- Complete oversight of Tele Sales Contact Centre process functionality from a Workforce Planning, Telco Resources and Phone Traffic perspective
- Proposing and supporting the design of Contact Centre Efficiency, Productivity and Quality monitoring reports
- Production Incidents Investigation and resolution coordination from Contact Centre perspective
- Correct allocation of technical and human resources in optimal business units and areas to ensure highest efficiency while staying within agreed boundaries with Business
- Creation and Implementation of Campaigns, Dialer Treatments and other Phone Traffic related elements
- Close cooperation with IT to ensure Business Continuity on TELCO Issues occurrence and regular reporting on of all impacting issues encountered on Call centers to Reporting and Analytics
- Reviewing,



challenging and testing Dialer performance improvement innovations
- Ensuring that day to day reporting on Genesys related pilots and BAU activities from a dialing statistics perspective is being provided by dependent team.
- Root cause analysis of SLA deviations, action plan development and resolution
- Management and supervision of a distributed team of WFM Analysts and their Managers in different locations
- Ensuring the team is monitoring real-time queues, schedule adherence, attendance and potential issues every business day in all locations
- Staffing and ability of cross location management of the team must be sufficient to ensure business continuity and optimal work across all locations at all-times when the call center is operational.
- Development of team members and other entities within the Department from a WFM and Call Centre Indicators perspective.

📌 Manager - WFM (Gurugram)
🏢 home credit
📍 Gurugram