Job Requirements

About the Role The Dialer Manager – Cross Sell eBranch is responsible for overseeing the daily operations of the inbound/outbound call center dialer system. This role ensures real-time management of dialer functionalities, database uploads, and telecom line optimization to maximize customer connectivity and agent productivity. The position plays a critical role in enhancing campaign performance and operational efficiency within the Retail Asset business.

Key Responsibilities

Primary Responsibilities

- Manage the end-to-end functionality of the outbound call center dialer in real time.

- Upload and manage customer databases within the dialer application.

- Monitor and optimize database tables based on campaign connectivity performance.

- Analyze pacing ratios to control agent idle time and reduce call drop-offs.

- Manage telecom infrastructure by recommending and switching between GSM, PRI, and SIP lines to enhance connectivity and efficiency.





Secondary Responsibilities

- Utilize advanced dialer features to improve customer connectivity rates.

- Analyze call patterns to identify peak and non-peak hours, optimizing campaign scheduling for maximum reach.

What We Are Looking For

Education

- Bachelor's degree in a relevant field is preferred.

Experience

- Proven experience in managing outbound dialer systems and telecom infrastructure.

- Experience in a call center or customer service environment is highly desirable.

Skills and Attributes

- Solid team player with excellent collaboration skills.

- Demonstrated technical proficiency in dialer and telecom systems.

- Ability to analyze data and optimize operational performance.

- Effective time management and real-time decision-making capabilities.

📌 Senior Dialer Manager-Cross Sell eBranch (Thane)
🏢 IDFC FIRST Bank
📍 Thane