37 Dialer Management Jobs

ROLE PURPOSE & OBJECTIVE Responsible for overseeing the end-to-end management of third-party vendors executing outbound calling functions such as welcome calling and banking product cross-sell. Responsible for performance management, dialer strategy, data optimization, compliance, hiring alignment, invoice validation, and contract governance. Provide expertise in contact center operations, dialer, campaign analytics, and commercial/vendor lifecycle management. Vendor Strategy & Relationship Management Act as the central liaison for all outsourced contact center vendors supporting outbound campaigns. Define SLAs, KPIs, and contractual deliverables; ensure vendor performance meets business targets. Conduct regular vendor reviews and governance meetings to monitor progress, resolve issues, and track continuous improvement. Collaborate with Procurement, Legal, and Compliance teams on onboarding new vendors, due diligence, and vendor lifecycle management Operational Oversight Outbound Campaigns Manage and optimize day-to-day operations across welcome calling and multiple banking product cross-sell programs. Ensure achievement of key performance indicators such as contact %, sales conversion, AHT, and occupancy. Drive calling strategy across different campaigns, based on product priority, lead scoring, and customer segmentation. Align vendor capacities to business volumes, ensuring SLAs are consistently met. Dialer & Calling Strategy Management Own dialer logic and configuration (predictive, progressive, preview) to ensure high efficiency and minimal drop rate. Work with dialer teams to manage retry logic, lead recycling, list loading, and time-band strategy. Analyze dialer metrics to continuously improve campaign performance connect %, RPC (Right Party Connect), and penetration rate Data Management & Campaign Analytics Oversee lead allocation strategy and campaign data flow between internal systems and vendors. Analyze daily, weekly, and monthly campaign performance to identify improvement areas in contact rate, conversion %, and sales funnel movement. Recommend actionable strategies to improve penetration such as better call timing, prioritization models, or targeting rules. Track lead aging, disposition quality, and list utilization metrics to minimize waste and maximize ROI Hiring Alignment & Workforce Planning Align vendor hiring plans with projected campaign requirements and ensure timely resource onboarding. Review hiring profiles, support in joint interviews (where required), and validate skill readiness of vendor staff. Ensure optimal headcount planning and bench readiness at vendor end to avoid performance gaps Invoice Validation & Commercial Management Verify monthly vendor invoices against agreed output KPIs, calling volume, and performance benchmarks. Coordinate with Finance and Vendor SPOCs for timely invoice processing, deductions, and escalations. Maintain accurate documentation of commercials, volume commitments, and rate card terms Contract Management & Compliance Oversee complete vendor contract lifecycle including renewals, amendments, penalty clauses, and exit terms. Ensure 100% adherence to regulatory guidelines (TRAI, RBI, internal audits) and contractual obligations. Maintain documentation of call scripts, campaign approvals, and vendor communication trails for audit readiness.

Dear Candidate, Greetings from Baroda Global Shared Services Limited!! (BGSSL) (A wholly owned subsidiary by Bank Of Baroda) Job responsibilities Role & responsibilities Dialer Operations Management Dialing Strategy and Optimization Campaign Management Compliance and Regulatory Adherence Dialer System Administration Vendor Management Continuous process improvement SIM/SIP Management Desired candidate profile Should have atleast 1-3 years of experience as Dialer in BPO setup Experience in ConVox will be preferable Well-versed SIP line management Well-versed with Campaign management Proactive approach Problem-solving skills Immediate joiner Ready to relocate to Vadodara (GJ) and Work From Office Interested candidates can mail their updated resume to below email IDs: harshavardhan.date@bgss.in & kapil.gautam@bgss.in For any queries, do contact us: 0265 - 2611804 / 06 Job location Baroda Global Shared Services Ltd. 4th Floor, Indra Complex, Near Spandan Circle, Sindhwai Mata Road, Manjalpur, Vadodara (GJ) Regards, HR Team - BGSSL

Role & responsibilities Responsible for Tele Collections performance at zonal level Implement & Monitor overall business strategy Drive various process targets to achieve business goals Responsible for pre-due collections and contracts till 90 DPD Ensure higher resolution and lower delinquency flowing to next bucket Provide feedback and recommendations to drive process improvement and cost efficiency Monitor and provide recommendations for calling and dialer strategy Ensure the center is appropriately rostered with shrinkage below specified threshold Ensure the center is aligned to departmental culture and methodology Liaison with support functions to improve team performance Deliver high customer experience with minimum complaints Provide timely communication regarding forecasting and planning of manpower and other infrastructure Ensure learning and development, career progression, employee engagement initiatives aimed at reducing attrition Align efforts to mentor and groom talent at levels below Drive performance management Conduct periodic performance reviews of direct reports and levels below through effective feedback Preferred candidate profile 1) Experienced In Tele Collection Only Collections, Min 9-15 yr Experience. 2) Ability to handle large Manpower and Manage Entire North Location with Large Portfolio Size. of Tele Collection Portfolio Size. 3) Self Motivated and data Driven Strategy. 4) Dialer Management & Team handle. 3) Self Motivated and data Driven Strategy, Roaster Management. 6) Based out of Delhi NCR Only or Preferred to relocate to the Job Location.

Roles and Responsibilities Manage a team of collection agents to achieve daily targets. Oversee dialer management, ensuring efficient use of resources and meeting performance metrics. Handle banking collections through various channels (phone calls, emails, etc.). Monitor and analyze team performance to identify areas for improvement. Ensure compliance with regulatory requirements and internal policies.

Exciting Opportunity: Dialer / MIS & Sales - Team Leader Location: 11th Floor, Crescent 3, PRESTIGE SHANTINIKETAN, ITPL Main Road, Whitefield Office Timing: 9:30 AM - 6:30 PM Weekends Off: 2nd & 4th Saturday Off + All Sundays Off! No Field Sales, No Rotational Shifts If you're looking for a stable, rewarding career with great work-life balance , weve got the perfect role for you! Role & Salary Details: MIS & Dialer Expert Up to 35,000/month (Minimum 6 years of experience) Team Leader (Sales) – Up to 33,000/month (Minimum 5 years of experience) What We’re Looking For: Strong analytical & reporting skills Excellent communication & leadership abilities Experience in managing dialer operations Proven success in sales & team management Why Join Us? Competitive salary & growth opportunities A dynamic work environment with supportive leadership Fixed work hours & guaranteed work-life balance If you’ve got the skills, the drive, and the experience , we’d love to hear from you! Please call to - Peter Armas - +91-8790816328 or email to Panthiv.Joshi@teleperformancedibs.com Rituraj.Mehta2@teleperformance.com Apply now and take the next big step in your career!

Division: Lead Management System Designation: Dialer Officer Location: Ghansoli (Mahape- Navi Mumbai) Experience: 4-7 years Other Benefits: Incentives + Annual Bonus + Medical benefits. ROLES & RESPONSIBILITIES: Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals and client scorecard parameters. Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview and predictive dialing campaigns in combination with attended messaging and blast campaigns. Develop, analyze and distribute agent statistics and identify trends to help determine the need for strategy changes and/or training Optimize daily performance on the Dial Connection Telephony platforms and ensures appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound call/contact volume Responsible for day-to-day administration and monitoring of predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI's are surpassed Executing dialer strategy for multiple departments Manage daily campaign strategies and campaign loads are penetrated efficiently and effectively including left messages via human or virtual Responsible for development, testing, implementation and production of daily business reporting Completes regular Quality Assurance monitoring of the dialer systems and processes Ensure State/Country compliance requirements Functions as primary point of contact to dialer strategies (sales) and advocate for team strategic insight, results and makes recommendation for process/system changes Identifying and implementing process improvements. Effective communication verbal and written skills, excellent time management and organizational skills, attention to detail and problem-solving skills and demonstrated analytical competencies Education and Experience: Minimum 4 years previous experience in a high-volume contact center while possessing the ability to handle multiple priorities and projects simultaneously Technically competent on the Dial Connection systems and involve in CRM integration with dialer system. Will be able to drive the shift alone and will be able guide subordinates in require situation. Technically strong and will be able to manage PAN INDIA dialer operations. Possess excellent verbal and written communication skills and the ability to interact professionally with a diverse group including executives, managers, supervisors, subject matter experts, and application users Communicate and collaborate with developers and subject matter experts to establish the technical and functional requirements for new contact center and marketing driven initiatives

Monitor and Manage dialer operations to maximize agent productivity Ensure timely and effective calling efforts Track team performance and prepare daily/weekly reports Supervise and guide a team of collections

The WFM Manager will be responsible for the overall management of the day to day operations for the Workforce Management team which includes, but is not limited to, planning, forecasting scheduling, capacity planning, dialer management, lists management, KPIs and SLAs adherence. The Workforce Associates are in charge of staffing, scheduling and reporting performance for the call centers. This team is tasked with ensuring that business goals are met, while maintaining an environment where our entire company can balance business needs with their lives outside of work. Job Duties: Handle complete suite of workforce and real time services (forecasting, resource planning, scheduling, dialer management and real time adherence) for operations and clients. Ensure key performance metrics and requirements for the dialer operations (including in call %, wait %, wrap up%, etc) are met. Deploy campaign segmentation based on strategies provided by the Operations team. Provide feedback and recommendations as necessary. Needs to actively participate in the planning and implementation activities of new LOBs and monitor and manage dynamic customer demand patterns and agent availability. Create and monitor agent schedules. Provide real-time scheduling and call flow support. Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages. Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc. Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process. Act as interface between Call Center staff and Dialer. Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance. Load daily dialer list and ensure agreed upon dialer strategies are implemented. Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor.

Supervise, guide, and mentor a team of debt collection agents, Assign daily tasks, targets, and accounts to team members. Team Leader Debt Collection Agents Experience: Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader role Education: Graduate in any discipline + DRA Certificate compulsory Technical Skills: Proficient in Excel for reporting and analysis. Strong knowledge of CRM systems and dialer management. Key Responsibilities: 1. Team Management: Supervise, guide, and mentor a team of debt collection agents. Monitor performance and ensure agents meet or exceed collection targets Assign daily tasks, targets, and accounts to team members. 2. Performance Monitoring: Track and analyze agent productivity, connect rates, and recovery performance. Conduct regular one-on-one and team meetings to review progress and provide feedback. 3.Customer Interaction Oversight: Handle escalated customer interactions and disputes professionally. Ensure agents adhere to compliance, quality, and ethical standards during communication. 4. Training & Development: Provide training on negotiation skills, CRM usage, and debt collection best practices "Keep the team updated on product changes, collection strategies, and regulatory requirements." 5. Reporting: Generate and present daily, weekly, and monthly performance reports to the management Maintain records of delinquent accounts and follow-ups through CRM tools 6. Collaboration: Work closely with the legal, compliance, and field teams to resolve complex cases. Coordinate with other departments for payment reconciliations and customer queries. Key Skills and Requirements: Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader role Graduate in any discipline + DRA Certificate compulsory Technical Skills: Proficient in Excel for reporting and analysis Strong knowledge of CRM systems and dialer management. Work Ethic: Highly organized, target-driven, and focused on continuous improvement Location: Marol, Andheri East

Role & responsibilities Manage outbound call center dialer functionality end to end Real time manage the dialer application for upload of database Monitor and churn the database tables as per the connectivity delivered in a specific campaign Control Idle time and call drop offs by understanding Pacing ratios Responsible to manage telecom lines recommend and switch lines between GSM, PRI & SIP to increase the connectivity for employees Interact with the Core Dialer Partner on new implementations Interact with Bank IT team to resolve any local issues / concerns Conduct regular health Checks / Audits to check the functioning and efficiency of the Dialer Operations Ensure timely planning / backup at the time of outages Secondary Responsibilities Skilled to review the dialer performance and share the output or recommend changes which are required to better the application performance Innovative on using the dialer features to ensure higher connectivity Monitor and derive peak hours and non-peak hours to ensure maximum customers are connected Key Success Metrics : Number of dial out Daily/Weekly/Monthly Connects Ensuring stability of dialer application Telecom lines performance management Real time monitoring and reducing idle time

Role & responsibilities 1.Manage & motivate team of 200 operators & 10 TLs. 2.Manage the Collection process for assigned campaign(s)/Portfolio(s) 3.Ensure delivering individual calls target, SLA & KPI 4.Maximize Productivity by increasing Kept/Call, RPC%, PTP%, & Kept% Monitoring calls, Coaching and Feedback, Bottom Quartile Management, Individual Target settings, Weekly and monthly one on ones, Analyzing relevant reports, making reports and reporting to management on areas of improvement. 5.Conducting team meetings, pre/post/mid shifts. 6. To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Dialer Knowledge preferred. 7.To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre. 8.Attrition, Shrinkage, roster management. 9.Managing PIP (Performance improvement Plan) of the team members Preferred candidate profile Collections, Team Management Skills, Process Management, Rostering, Attrition Management, Shrinkage Control. Multiple Language Preferred ;- English, Tamil, Kannada, Hindi

We are actively hiring for TEAM LEADER!!! Designation- Team Leader Location- Thane Shift - Fixed Day Shift with rotational weekoffs Requirements- - Need Good Communication Skills - Relevant BPO and collection experience. - Knowledge about Team leader Metrix Interested candidates can connect for further details on - Sonal Khanna- 9987939754

Key functions will be: • To Handle minimum of 3 - 5 team leaders with their team • To achieve collection targets of the Respective portfolios assigned. • Co-ordinate with bank team with respect to day to day operations. • Continuously monitoring Tele-calling teams performance, suggest and implement Strategies to enhance productivity. • Responsible for managing attrition across assigned teams. • Responsible for smooth flow of process relating to collections. • Prepare and publish report on daily team performance. KEY RESPONSIBILITIES • Team Handling, Target Achievement. • Suggest and Implement Strategies to enhance productivity. SKILLS / COMPETENCIES REQUIRED • Graduate • 4-6 yrs experience in collection and team handling. • Good communication and pleasing personality. • High level of Self Drive/Enthusiasm.

Team Management: Provide leadership, guidance, and coaching to a team of customer service representatives. Performance Monitoring: Monitor team performance closely to ensure individual and team targets are met or exceeded. Training and Development: Conduct regular training sessions to enhance the skills and knowledge of team members. Quality Assurance: Ensure adherence to quality standards and procedures by conducting regular quality checks and providing feedback to team members. Issue Resolution: Address escalated customer issues and complaints in a timely and effective manner. Reporting: Generate and analyse performance reports to identify trends, areas for improvement, and best practices. Process Improvement: Continuously review and refine processes to optimize efficiency and effectiveness. Team Motivation: Foster a positive and collaborative work environment to motivate team members and promote employee engagement. Communication: Maintain open and transparent communication channels within the team and with other departments. Client Relationship: Build and maintain strong relationships with clients by understanding their needs and ensuring their expectations are met. Email: Krsha.Satish@digitide.com P.No: 8977713990

Job Description The purpose of this role is to manage all daily inbound/outbound dialer activity & inbound service levels across all multi-functional areas. Analyze real time contact center statistics in order to facilitate actions to meet inbound & outbound Collection targets. Dialer Support Create dialing strategies and campaigns in line with company strategy Continuously innovate to improve the performance of the dialer Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service Implement, control and evaluate calling strategies on the predictive dialer Campaign monitoring and troubleshooting Ensure compliance is continuously followed by communicating with all supervisors and managers Reporting and analysis on dialer performance Analyzing reports by interpreting results and by making additional recommendations to increase dialer performance. Manage relationships and expectations with various campaign managers. Debrief and review campaigns from a dialer perspective. Internal training on the dialer process at all levels within the call center is to be provided when required. Qualifications Bachelor's degree in CSE/IT Minimum of 5 years dialer administrator experience ( C- Zentrix/Asterisk based Dialer would be preferable) Minimum of 5 years experience in the interpretation of call center analytics. Proven record of formulating strategies and ability to effectively analyze business data Proficient at MS Office (Excel - advanced) Knowledge of dialer management/ownership and scenario based capacity planning for outbound Experience in developing and implementing strategic dialer projects that bring about system/operational efficiencies Technical Skills DBMS Concepts and SQL queries Linux/WINDOWS/CentOS Java Script,HTML,XML Basic knowledge of Voice and Data network communication PRI,VoIP,Media Gateways Attributes and behaviors Analytical(production and interpretation) and effective decisionmaker Persuasive, influence and initiate action High attention to detail Excellence interpersonal and relationship building skills

Key Responsibilities 1. Creation and Implementation of Campaigns, Dialer Treatments and other Phone Traffic related elements 2. Supporting the management in all workforce displacement related initiatives from a workstation, licencing, hardware, software and telco resources perspective 3. Testing Dialler performance improvement innovations proposed by Systems & Solutions team. 4. Day to day reporting on Genesys related pilots and BAU activities from a dialling statistics perspective 5. Taking the role of Subject Matter Expert in internal WFM and Phone Traffic process or governance changes. 6. Handling end to end Dialer activities and Dialer maintenance for all Outbound Processes. 7. Publishing Hourly stats and EOD stats on Dialer Performance to business team. 8. Communicating with Operation team for daily requirements and movements of operators as per Dialer requirement. 9. Adhering to Strategy defined by Collection Reporting & BI on Data Re-churning and Optimization targets at campaign level. 10. Maintaining Daily Upload Count Trackers and login/FTE count at campaign level on daily basis. 11. Real time monitoring of Operators on productivity and highlighting the Operators who are defaulting on Productivity parameters like Wrap, Auxes, etc. 12. Skills/Campaign assigning to operators as per the defined Alignment by the business team. 13. Reporting on break usage discrepancy with currently agreed governance to concerned Business Managers

Urgent Hiring For Dialer Specialist Minimum 3 years Experience for Dialer Call Monitoring for Out bound and inbound call Only Graduate candidate can apply Excellent Knowledge of MIS Contact Yash - 7454978934 Required Candidate profile Monitors the quality of interactions between agents and customers. It may involve assessing communication skills. Ensure that the dialing activities comply with relevant regulations and policies.

Assistant Manager to lead the Dialer Infrastructure and Operations across LMS vertical and other key business functions. The ideal candidate will oversee hardware and software systems, ensure the smooth execution of campaigns, and optimize dialling strategies to maximize operational efficiency,customer engagement, and business outcomes. Key Responsibilities: PAN-India Call Centre Setup Management: • Oversee and manage the setup, operations, and optimization of call centres across PAN India, ensuring consistent service delivery and alignment with organizational goals. Dialer Infrastructure Management: • Oversee the comprehensive Dialer Infrastructure, including hardware (calling servers, application servers, database servers, calling lines, and gateways) and software (CRM, campaign management tools, and lead processing systems). • Manage multiple verticals, such as Mortgage, Cross-Sell, Inbound Queues, and supporting functions like Quality and Coordinators. • Ensure seamless integration of outbound and inbound campaigns with existing and new systems. • Install, configure, troubleshoot, and maintain Dialer systems to support business goals. Campaign and Operational Oversight: • Monitor and analyse lead penetration rates, creating strategies to maximize engagement and outcomes. • Optimize dialling modes (predictive, preview, manual) for efficiency and compliance with regulatory standards. • Collaborate with operational and IT teams to enhance system performance and resolve issues. Vendor and Stakeholder Management: • Manage relationships with Dialer vendors and technology providers to ensure optimal service delivery. • Act as a liaison between internal stakeholders and external partners to address operational requirements. Compliance and Regulatory Adherence: • Ensure all dialling operations adhere to legal and regulatory requirements, maintaining data security and operational compliance. Team Leadership and Development: • Build and lead a high-performing team, fostering a culture of collaboration and continuous improvement. • Provide training and development opportunities to enhance team expertise in Dialer operations and related technologies. Strategic Planning and Innovation: • Identify and implement advanced dialling technologies and practices to drive innovation. • Develop and manage dialling strategies to support evolving business needs and market conditions. Required Qualifications: • Bachelors degree in Information Technology, Business Administration, or related field. Advanced certifications are a plus. • 8+ years of experience in Dialer management, with at least 3 years in a leadership role. • Strong understanding of Dialer systems, CRM tools, and campaign management platforms. • Proven track record of managing large-scale campaigns and complex Dialer infrastructures. • Knowledge of regulatory standards such as TCPA, DNC, and GDPR. Preferred Skills: • Analytical mind-set with the ability to interpret data and derive actionable insights. • Excellent leadership, communication, and stakeholder management skills. • Expertise in predictive, preview, and manual dialling strategies.

We are seeking a highly skilled and experienced Genesys Dialer Expert . The ideal candidate will have a strong background in implementing, configuring, and optimizing Genesys Dialer solutions to enhance operational efficiency and drive performance improvements in our environment. Key Responsibilities: Dialer Configuration: Design, configure, and manage Genesys Dialer systems to ensure optimal performance and compliance with business requirements. Performance Monitoring: Monitor and analyze dialer metrics, making recommendations for improvements and enhancements to increase efficiency and effectiveness. Troubleshooting: Identify and resolve technical issues related to the dialer system, coordinating with internal teams and vendor support as necessary. Campaign Management: Develop and manage outbound and inbound call campaigns, including scheduling, list management, and reporting. Reporting and Analytics: Generate and review reports to assess dialer performance; provide insights and actionable recommendations to senior management. Collaboration: Work closely with cross-functional teams, including IT, operations, and marketing, to align dialer strategies with business objectives. Training and Support: Provide training to staff on dialer functionality and best practices; act as the primary point of contact for dialer-related queries. Compliance and Standards: Ensure that all dialing practices adhere to legal and industry regulations, including TCPA and GDPR. Qualifications: Education: Bachelors degree in Computer Science, Information Technology, or a related field preferred. Technical Skills: Strong understanding of Genesys architecture, including routing, scripting, and reporting features.

Role Overview We are seeking a full-time, Real Time Analyst (RTA) to monitor both English and Spanish calls, ensuring adherence to operational standards and real-time performance management. As an RTA, you will be responsible for monitoring live calls, ensuring agents follow prescribed protocols, manage campaign performance and providing support to the operations team for smooth, efficient workflow. Key Responsibilities Agent Overwatch: Monitor applications in real-time to ensure agent adherence to the schedule Capture and send screenshots of real time dialer status, remove agents from incorrect pause/AUX codes, and ensuring breaks and lunches are within the allotted time Monitor campaign performance on the dialer and make necessary changes Assist in the overall campaign management processes, ensuring all filter and dialing plans are followed Manage service levels, providing recommendations to Operations on agent adjustments (adding/removing agents) Generate and distribute the daily/weekly reports to relevant stakeholders Help with onboarding /off boarding tasks. Creating and deleting user/access Ids Provide coverage during team members' PTOs and unexpected absences Notify Operations teams via chat, sending screenshots of the application for visibility Master RCx dailer settings and help run RCx Qualification Strong English language proficiency and reading skills Open availability to cover shifts during PTO or unexpected scheduling changes (ability to work outside a set schedule) Proactive thinking and a quick learning aptitude Intermediate Excel skills for report generation and analysis Detail-oriented with an excellent ability to track and organize information Strong memory and organizational skills Team player with a collaborative mindset Strong critical thinking skills to use knowledge for making informed decisions Good leadership qualities and a positive personality Some experience in workforce and dialer management is preferred Self-motivated, honest, and dependable Schedule Manage changing/extended shift timings as needed to cover team members' absences Regular working hours: Monday through Friday, 11:00 AM - 7:00 PM CT (Central Time) when not covering absences Experience RTA experience is a must or relevant WFM experience Qualifications Any Graduate (Any Specialization). PG (Any Specialization) - Preferred but not required.

Please Call/Whatsapp Siddharth@8586015450 Or Nadir @ 9971055900 to apply. Eligibility : Grad, Min 2 to 8 yrs exp required in outbound Sales. Must have worked on Dialer Package : Up To : 5LPA + Incentives Location:-Gurgaon Required Candidate profile Must have managed a team of Tele sales/ sales executives Experience only in Tele sales/Outbound sales to be considered Must have managed a team of 15-20 team members Call / WhatsApp @ 8586015450 Perks and benefits Huge Incentives

The WFM Manager will be responsible for the overall management of the day to day operations for the Workforce Management team which includes, but is not limited to, planning, forecasting scheduling, capacity planning, dialer management, lists management, KPIs and SLAs adherence. The Workforce Associates are in charge of staffing, scheduling and reporting performance for the call centers. This team is tasked with ensuring that business goals are met, while maintaining an environment where our entire company can balance business needs with their lives outside of work. Job Duties: Handle complete suite of workforce and real time services (forecasting, resource planning, scheduling, dialer management and real time adherence) for operations and clients. Ensure key performance metrics and requirements for the dialer operations (including in call %, wait %, wrap up%, etc) are met. Deploy campaign segmentation based on strategies provided by the Operations team. Provide feedback and recommendations as necessary. Needs to actively participate in the planning and implementation activities of new LOBs and monitor and manage dynamic customer demand patterns and agent availability. Create and monitor agent schedules. Provide real-time scheduling and call flow support. Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages. Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc. Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process. Act as interface between Call Center staff and Dialer. Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance. Load daily dialer list and ensure agreed upon dialer strategies are implemented. Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor.

Supervise, guide, and mentor a team of debt collection agents, Assign daily tasks, targets, and accounts to team members. Team Leader Debt Collection Agents Experience: Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader role Education: Graduate in any discipline + DRA Certificate compulsory Technical Skills: Proficient in Excel for reporting and analysis. Strong knowledge of CRM systems and dialer management. Key Responsibilities: 1. Team Management: Supervise, guide, and mentor a team of debt collection agents. Monitor performance and ensure agents meet or exceed collection targets Assign daily tasks, targets, and accounts to team members. 2. Performance Monitoring: Track and analyze agent productivity, connect rates, and recovery performance. Conduct regular one-on-one and team meetings to review progress and provide feedback. 3.Customer Interaction Oversight: Handle escalated customer interactions and disputes professionally. Ensure agents adhere to compliance, quality, and ethical standards during communication. 4. Training & Development: Provide training on negotiation skills, CRM usage, and debt collection best practices "Keep the team updated on product changes, collection strategies, and regulatory requirements." 5. Reporting: Generate and present daily, weekly, and monthly performance reports to the management Maintain records of delinquent accounts and follow-ups through CRM tools 6. Collaboration: Work closely with the legal, compliance, and field teams to resolve complex cases. Coordinate with other departments for payment reconciliations and customer queries. Key Skills and Requirements: Minimum 3 years in Debt Collection, with at least 1 year in a supervisory/team leader role Graduate in any discipline + DRA Certificate compulsory Technical Skills: Proficient in Excel for reporting and analysis Strong knowledge of CRM systems and dialer management. Work Ethic: Highly organized, target-driven, and focused on continuous improvement Location: Marol, Andheri East

Job description We are looking for Team Leader with Call centre/ BPO experince, who can travel with us with our professional path Responsibilities Responsible for team Performance, Attrition and shrinkage. Prepare Daily reports. Manage and Handle all the team reports and improve performance on daily basis. Dialer Management exposure & usage is must. Knowledge of Excel & good working skills in Systems. Required Candidate profile Candidate with 2+yrs in Inbound and outbound Voice process from domestic Call center domain with strong Team Handling experience. Along with Tamil & good English, knowing any one languages - Kannada / Telugu must. Preferred candidate profile Perks and benefits

Role & responsibilities Provide technical support for digital lending platforms, ensuring system stability and efficiency. Configure, maintain, and troubleshoot dialer systems webitel and SIP trunk. Manage IVR (Interactive Voice Response) configurations, call routing, and campaign setup for customer outreach. Monitor dialer performance and optimize settings to improve call center efficiency. Support loan management systems (LMS) and integrate with other IT systems. Troubleshoot and resolve hardware, software, and network issues for end-users. Collaborate with third-party vendors for system updates and troubleshooting. Ensure data security and compliance with industry regulations. Maintain IT documentation, including system configurations and user guide Preferred candidate profile 2-5 years of experience in IT support, preferably in a digital lending(NBFC) or fintech environment. Hands-on experience with dialer configuration and troubleshooting. Strong understanding of call center technologies, PBX systems, and VoIP. Familiarity with loan origination systems (LOS) and loan management systems (LMS). Knowledge of database management (SQL, MySQL, MongoDB, etc.) is a plus. Experience with cloud-based IT solutions (AWS, Azure, Google Cloud) is an advantage. Strong analytical and problem-solving skills. Excellent communication and stakeholder management abilities. Excellence in managing and ensuring IT compliance while adhering to regulatory guidelines for fintech and NBFC operations.