Key Role & Responsibilities:

- Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters.
- Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview and predictive dialing campaigns in combination with attended messaging and blast campaigns.
- Optimize daily performance on the Dialer/Telephony platforms and ensures appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume.
- Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies.
- Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI's are surpassed.
- Executing dialer strategy for multiple departments
- Responsible for development, testing, implementation and production of daily business reporting




- Completes regular Quality Assurance monitoring of the dialer systems and processes.
- Functions as primary point of contact to our dialer strategies (sales and collections), advocate for team strategic insight, results and makes recommendation for process/system changes.
- Identifying and implementing process improvements
- Responsible for meeting all internal & external client expectations.
- Responsible for meeting all delivery metrics like line adherence, abandon targets, service goals on a day, week & monthly basis.
- Ensure back-end coordination with central team (scheduling, long-term planning & MIS) for front end service delivery.
- Responsible for maximizing efficiency and occupancy while meeting service objectives.
- Oversee analysis and reporting of employee performance including schedule adherence.
- Perform other duties and assignments as directed.

Domain / functional expertise areas:

- Knowledge of ASPECT Dialer and its features
- Good Knowledge of MS Excel
- Valuable Analytical Skills

Qualification:

- Any Graduate - Any Specialization

📌 Senior Analyst (Gurugram)
🏢 eClerx
📍 Gurugram