Role & responsibilities

Dialer Operations Management

- Oversees the operation and maintenance of the dialer system used in the contact centre or collection setting.
- To ensure the dialer system is configured properly and running smoothly to optimize contact center efficiency. Dialing Strategy and Optimization:
- Responsible for developing and implementing dialling strategies that maximize contact center productivity and efficiency. Campaign Management:
- Should manage outbound dialling campaigns and their associated parameters, such as dialling lists, scripting, call dispositions, and call routing rules.
- Should collaborate with stakeholders to understand campaign goals and requirements, ensure compliance with regulations and industry best practices, and optimize. Campaign performance.
- Performance Monitoring and Reporting: Monitors dialer performance and campaign metrics to identify trends, patterns, and areas for improvement.
- Generate reports on campaign effectiveness, agent performance, and dialer system performance.
- To analyse data to provide insights and recommendations for optimizing dialer operations. Compliance and Regulatory Adherence:
- Ensures compliance with applicable regulations and guidelines, such as TCPA (Telephone Consumer Protection Act) and DNC (Do-Not-Call) regulations.
- To implement and enforce dialing policies and procedures to protect consumers' rights and mitigate legal risks associated with outbound dialing operations. Dialer System Administration:
- Should handle the administration and configuration of the dialer system.
- To manage dialer settings, maintain call lists, import/export data,



and oversee system integrations with other contact center tools and technologies.
- To troubleshoot technical issues and liaise with IT or vendor support for problem resolution. Vendor Management:
- Should interact with dialer system vendors or service providers.

BANK-INTERNAL
- Participate in vendor evaluations, contract negotiations, and performance monitoring.
- Should ensure that vendors deliver quality services, meet service level agreements (SLAs), and address any technical or operational issues promptly. Continuous Improvement:
- Should drives continuous improvement initiatives to enhance dialer system functionality, campaign performance, and overall contact center operations.
- Should identify process bottlenecks, recommend system enhancements or automation opportunities, and implement best practices to increase efficiency and productivity. SIM/SIP Management :
- Should overlook the SIP and SIM m Requirements

Preferred candidate profile Applicants should possess the following attributes:

Work Experience

- Min 1 year of experience working as a Contact Center agent in Banking domain preferred

Technical Skills

- Strong observation skills
- Problem solving skills
- Knowledge of dialer metrics
- MS office skills (Excel, PowerPoint, etc.)

Behavioral Skills

- Excellent verbal, written Communication skills
- Eye for Detail - Ability to identify potential failure modes
- Analytical and Problem solving ability
- Good interpersonal skills
- Process control and result oriented
- Value integrity, Respect, customer centricity

Adoptability to a fast – paced changing environment

📌 Dialer Executive (Gandhinagar)
🏢 Baroda Global Shared Service
📍 Gandhinagar