Consultant Dialer Associate
Posted on :
03-06-2024
Employer Active
1 Vacancy
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Job Description
- Day-to-day Dialer management (Agent, Campaign, Report, Recording & Problem Management)
- Work closely with the Operations/WFM to understand strategy for programs.
- Ensure all Dialer related issues/requests are addressed and escalated to concerned personnel / departments / vendors.
- Perform daily checklist and review of logs generated by Dialer systems. Analyze dialer-output data to identify potential problems and issues
- Ensure SLAs & accuracy of all Dialer related activity and reporting.
- Monitor and adjust the performance of dialer systems
- Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
- Support Business with strategic data analytics projects, deep dives, simulation, etc. to deliver Insights to business leaders
- Digitize & Automate the MI reports, data capture, workflows etc., through competent BI Solutions to have efficiency gains
- Collaborate with internal and external partners to maximize the achievement of business goals.
- Ensure intraday/real-time Dialer and Campaign management per SOPs, to best meet Service targets
- Monitor the dialer and agents' performance, ensure adherence to schedules, improve staffing balance & manage overall operational performance on a real time basis
- Work in collaboration with Planning and BI teams to ensure service delivery
- Proactively flag off threats to service targets and collaborate with Operations PoCs to come up with mitigation plans
- Act as a backup for team members to ensure smooth functioning of work as and when required
Employment Type
Full Time
Department / Functional Area
Key Skills
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