Responsible for end-to-end dialer and campaign management.
Solve Dialer related issues.
Managing real time requests as per requirement related to Dialer.
Prepare daily / weekly / monthly MIS as required.
Produce and analyse daily efficiency reports.
Manage real time breaks.
Suggest ideas to improve dialing strategy
Effective implementation of agreed dialing strategy
Liaise between the Centralized and Site WFM teams.
Analysis and reporting of historical centre performance statistics.
Oversee analysis and reporting of employee performance including schedule adherence
Perform other duties and assignments as directed
Client interactions on the day to day transactions.
Maintain and analyse the Dialer strategy to meet the required Contractibility and Conversion targets
Responsible to handle first level of Escalation for all Dialer Related issues.
Perform basic dialer admin tasks (daily uploads, downloads, importing of dialer schedules, document activities, analyze data and potential issues, create and update dialing strategies)
Monitor and run reports regularly, from agent activity to dialer performance (including idle time, number of agents and adjust pacing as required for volume.)
Analyze and advise management of workflow issues and potential data integrity problems and offer recommendations or solutions
Review and recommend adjustments to redial logic and attempts as well as strategy recommendation.
Work with Operations to help identify campaign leakage for continued operation and business improvement