Senior Dialer Officer - Mumbai, India - Hiringlabs Business Solutions

Description

Roles &Responsibilities:1.Strategize execute and manage dialer strategy for multiple teams toensure campaigns are penetrated efficiently and effectively to meetestablished business goals and client scorecardparameters2. Implement a comprehensivedialing strategy based on analytics which encompasses manualpreview and predictive dialing campaigns in combination withattended messaging and blast campaigns.3.Develop analyze and distribute agent statistics and identify trendsto help determine the need for strategy changes and/ortraining4. Optimize daily performance on theDial Connection Telephony platforms and ensures appropriatestaffing levels are in place to meet and exceed the necessaryinbound and outbound call/contact volume5.Responsible for daytoday administration and monitoring ofpredictive dialer system including design build and maintenance ofcampaigns calling lists filters reports and liststrategies6. Manage dialer performancemetrics to world class standards including service levels occupancyand call routing to ensure KPIs aresurpassed7. Executing dialer strategy formultiple departments8. Manage daily campaignstrategies and campaign loads are penetrated efficiently andeffectively including left messages via human orvirtual9. Responsible for developmenttesting implementation and production of daily businessreporting10. Completes regular QualityAssurance monitoring of the dialer systems andprocesses11. Ensure State/Country compliancerequirements12. Functions as primary pointof contact to dialer strategies (sales) and advocate for teamstrategic insight results and makes recommendation forprocess/system changes13. Identifying andimplementing process improvements.14.Effective communication verbal and written skills excellent timemanagement and organizational skills attention to detail andproblem solving skills and demonstrated analyticalcompetenciesEducation andExperience:

1. Minimum 4years previous experience in a high volume contact center whilepossessing the ability to handle multiple priorities and projectssimultaneously
2. Technically competent on theDial Connection systems and involve in CRM integration with dialersystem.
3. Will be able to drive the shift aloneand will be able guide subordinates in requiresituation.
4. Technically strong and will be ableto manage PAN INDIA dialer operations.
5. Possessexcellent verbal and written communication skills and the abilityto interact professionally with a diverse group includingexecutives managers supervisors subject matter experts andapplication users
6. Communicate and collaboratewith developers and subject matter experts to establish thetechnical and functional requirements for new contact center andmarketing driven initiatives
7. Strong analyticalskills required including an extensive understanding of how tointerpret department business needs and translate them intoapplication and operationalrequirements
8. Advanced PC skills specificallywith Microsoft Access and Excel including the ability to downloadimport and export files as well as creates and utilizes pivottables and macros. Experience with Word SQL and/or Business Objectsrequired.

campaigns,communication,dialermanagement