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