Executive - Dialer Operation (Level 1 & Level 2)

• dialer knowledge with min. 6month.+ of experience.
• Basic knowledge of dialer monitoring and management.
• Basis Knowledge of MsExcel, SQL and My SQL
• Responsible for all dialer efficiency.
• Dialer Performance Optimization.
• Perform Daily data uploads, downloads & importing.
• Create & Update dialing campaigns, filter, list strategies & reports.
• Monitor & adjust the performance of dialer systems.
• Day-to-day Dialer management (Agent, Campaign, Report, Recording & Problem Management).
• Real-time monitoring and adjustment of dialer inbound queues, agent availability, agent skill sets, and outbound dialer campaign results.
• 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.
• Create and manage predictive outbound or blend dialing services for the divisions with respect to applications, priorities, table definitions, import/export raw files, filters, dial orders, call data definitions, disposition plans, schedules, and time zone groups Establish and manage dialer strategies.
• Perform continuous in depth analysis on results and provide strategic solutions to improve performance.
• Manage and maintain department key performance indicators as it pertains to Dialer Operations.
• Analyze dialer output data to identify potential problems and issues.
• Assist IT. With technical support and diagnostics with call servicing technologies. Provide in-depth reporting on campaign, service, and agent performance.

Eligibility Criteria

• Minimum 6month -3 yrs. Experience in Dialer operation ( Dialer Exp. Preferred).
• Any Graduate Degree
• Sense of ownership and pride in your performance and its impact on companys success
• Critical thinker and problem-solving skills
• Team player / Good time-management skills.