Job Description
Dialer manager
Key Responsibilities
1. Dialer Management Configure, monitor, and maintain predictive, progressive, and preview dialer systems.Ensure optimal dialing strategies to maximize agent productivity and minimize idle time.
2. Campaign SetupCreate and manage outbound calling campaigns.Upload and validate calling lists, ensuring compliance with Do-Not-Call (DNC) regulations.
3. Performance MonitoringTrack real-time campaign performance and agent utilization.Generate and analyze reports on connect rates, drop rates, and call outcomes
.4. System MaintenanceTroubleshoot dialer-related issues and coordinate with IT for resolution.Perform regular health checks and updates on dialer software.
5. ComplianceEnsure adherence to regulatory guidelines (e.g., TRAI in India, TCPA in the US).Maintain accurate records for audits
.6. OptimizationSuggest improvements in dialing strategies based on data analysis.Work closely with operations and MIS teams to align dialer performance with business goals.
Skills Required Knowledge of dialer platforms (e.g., Genesys).Strong analytical and reporting skills (Excel, SQL, BI tools).Understanding of call center KPIs and workforce management.Basic networking and telephony concepts.Problem-solving and troubleshooting abilities.
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8591217920
namrata.shinde@ext.icicilombard.com
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