The dialler administrator is responsible for operating predictive dialler technology for Inhouse call center, support dialer data analysis, implement best practices to increase the connect rate, monitor agent hygiene and improve overall dialing efficiency. The role will require the administrator to manage multiple dialler campaigns(all products) simultaneously. The duties are primarily split into four sections:Pre CallingConduct a series of checks to ensure that the dialler has received the correct allocation accounts and the configuration for the day is correct. Decide the product wise dialing plan for the day as per actual ACR.During CallingOptimally pace the dialler to ensure that calls are delivered to collectors at the appropriate speed, together with identification and resolution of any issues which would impair the ability to deliver. Track every 2-3 hour the dialing input metrics and change the dialing plan accordingly.Post CallingValidation that the predictive dialler campaigns have delivered as per strategy.



Deliver end of day reporting as and when required and plan for next days calling on all unpaid accounts.ReconfigurationApply agreed changes to the dialler configuration as per the agreement with center manager/supervisors in preparation for calling activities on future dates.Increase overall calling efficiency by adjusting the dialer pacingReduce and highlight any agent hygiene metrics such as – high idle, wrap, AHT, break etcIncrease the intensity, connect rate and highlight the team to increase connect to PTPs Execute dialing plan according to agreed business strategyTroubleshoot and resolve dialler related queries from supervisors/managersProduce timely and accurate delivery of start of day, intraday and end of day reportingEnsure proper allocation for each campaignPerform intra day checks to ensure calling lists are optimally performingHighlight to the team any operational or technical issues to the agreed business strategy being executedDesign and maintain calling list criteria, collector workgroup relationship and guard parametersMinimise wait time for collectors by pacing the dialler optimallyRecord interaction on daily action log of queries raisedEnsure compliance with the ABCL risk policy and procedures.Handles additional functions assigned/delegated by the LM.

📌 Tm-Dialer Admin-Coll Rettm-Dialer Admin-Coll Ret Tel-B (Bengaluru)
🏢 Birla Carbon Italy
📍 Bengaluru