Deputy Manager - Digital Platforms

Location Name:

Job Purpose

Duties And Responsibilities

•  Configure and execute daily dialer activities: campaign creation, list uploads, skill assignments, pacing adjustments, retry logic, and treatment strategies.
•  Monitor real-time dialer performance and take immediate actions to optimize connect rate, occupancy, abandons, and drop thresholds.
•  Ensure correct routing, list segregation, and campaign hygiene as per business strategy.
•  Validate incoming data for completeness, quality, format accuracy, and mapping consistency.
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•  Work closely with Operations Supervisors, Team Leaders, and WFM teams to align dialer load with workforce availability.
•  Communicate campaign priorities, list releases, and expected calling volumes to ensure balanced execution.
•  Collaborate with IT / Dialer Technology teams to troubleshoot dialer lags, failure logs, or configurations.
  

•  Ensure compliance with regulatory calling norms including:
  

•  Maintain strict adherence to internal risk, audit, and data governance guidelines.
•  Maintain updated documentation for dialer processes, SOPs, and campaign-level configurations.
  

Required Qualifications And Experience

•  Understanding of Collections, DMS workflows, delinquency buckets, and calling strategies.
•  Hands-on experience with dialer platforms such as Genesys, Avaya, Aspect, Ameyo, or any predictive dialer system.
•  Knowledge of dialer logics including predictive dialing, preview, progressive, manual modes, and retry cycles.
•  Strong command over Excel (VLOOKUP, Pivot Tables, data cleaning, error checks) and MIS reporting.
•  Ability to analyze raw calling data, identify gaps, and provide insights.
•  Familiarity with CRM, CTI integration, and lead management workflows.
  

•  High attention to detail with strong execution discipline.
•  Ability to work under pressure, manage tight timelines, and support high-volume calling days.
•  Strong problem-solving and troubleshooting ability for real-time dialer issues.
•  Effective communication for coordination with operations, MIS, and technology teams.
•  Ownership mindset with the ability to work independently and prioritize tasks.
  

•  Employees in GB02A / GB02B bands meeting internal movement guidelines.
•  Completion of minimum tenure as specified by HR.
•  No active PIP or disciplinary action.
•  Consistent performance rating and adherence to compliance norms.