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Dialer Manager

5 - 8 years

7 - 12 Lacs

Hyderabad

Posted:2 weeks ago| Platform: Naukri logo

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Skills Required

Contact Strategy Optimization Performance Monitoring & Reporting Dialer Configuration & Management Compliance & System Administration

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Manager, Contact Management Configuration is responsible for managing and optimizing enterprise Dialer, SMS, and Inbound (IB) routing systems to support Collections and Recovery operations. This role involves configuration, administration, and performance monitoring of dialer strategies while collaborating with IT, Audit, and Strategy teams to improve operational efficiency. Key Responsibilities: Dialer & Contact Strategy Management: Support weekly/monthly adjustments to dialer configurations in alignment with collection strategies. Review and optimize dialer settings to enhance performance and ensure compliance. Oversee projects involving dialer support, ensuring operational effectiveness. Performance Monitoring & Analytics: Track daily strategy performance using reports and collaborate with the Contact Strategy team to improve KPI outcomes. Develop and implement performance monitoring dashboards and reporting tools. Suggest and execute new contact management strategies to maximize collections efficiency. Cross-Functional Collaboration: Work closely with Strategy, IT, Audit, and CDO teams to implement and refine contact management processes. Engage in daily operations reviews and compliance audits as needed. Compliance & System Administration: Ensure dialer operations comply with industry regulations and internal audit requirements. Maintain up-to-date documentation of system configurations, strategies, and performance reports. Other Responsibilities: Provide support for all related projects that require dialer expertise. Perform other duties as assigned to ensure seamless operations. Qualifications & Experience: 5+ years of experience in Dialer Operations or Dialer Administration within Financial Services or related industries. Experience in the Automotive Finance sector is a plus. Knowledge of telephony and ALM platforms is preferred. Bachelors degree in Business Administration, Finance, Accounting, Economics, or equivalent experience. Proficiency in Microsoft Excel, Access, Word, and PowerPoint. Work Environment: Office-based role with extended periods of sitting, standing, and walking. Moderate noise levels due to contact center operations

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www.intouchcx.com

Outsourcing and Offshoring Consulting

Winnipeg Manitoba

10001 Employees

133 Jobs

    Key People

  • Rohit S. Girdhar

    CEO

  • Robert G. McMillan

    COO

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