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eClerx
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Senior Analyst

Senior Analyst

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

eClerx

2 - 4 years

Gurugram

Posted:6 days ago

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Job Description

Key Role & 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.
Optimize daily performance on the Dialer/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
Responsible for development, testing, implementation and production of daily business reporting
Completes regular Quality Assurance monitoring of the dialer systems and processes.
Functions as primary point of contact to our dialer strategies (sales and collections), advocate for team strategic insight, results and makes recommendation for process/system changes.
Identifying and implementing process improvements
Responsible for meeting all internal & external client expectations.
Responsible for meeting all delivery metrics like line adherence, abandon targets, service goals on a day, week & monthly basis.
Ensure back-end coordination with central team (scheduling, long-term planning & MIS) for front end service delivery.
Responsible for maximizing efficiency and occupancy while meeting service objectives.
Oversee analysis and reporting of employee performance including schedule adherence.
Perform other duties and assignments as directed.

Domain / functional expertise areas:

Knowledge of ASPECT Dialer and its features
Good Knowledge of MS Excel
Good Analytical Skills

Qualification:

Any Graduate - Any Specialization

Skills Required

Service Level Assurance KPI Software Testing Calling Campaigns Scheduling Inbound

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Work Mode

Work from Office

Job Type

Full Time

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Mumbai Maharashtra

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Senior Analyst