Dialer Manager

RIverForest Connections Private Limited
  • Mumbai
  • Confidential
  • 4-9 years
  • Views
  • 29 May 2018

  • Customer Service

  • Banking - Retail
Job Description

Agent ID creation and mapping to different campaigns based on skill sets / request from supervisors. Creation of campaigns based on strategy provided by supervisors / bucket manager / central team. Allocation of calling data basis collections bucket and dynamic business criteria Ensure best practices are tested and implemented centrally and remotely Establish champion-challenger approach for implementing new strategies in Dialer environment with necessary data analysis Creation MIS Reports like Dialer MIS, Agent MIS, Break time report, disposition report, etc.; and publishing it to stake holders / Senior Management. Managing and delivering adhoc request from line team with necessary governance mechanism and approval process Manage Implementation and testing of Dialers across 34 sites in the country without any deviation from implementation guidelines Manage various delivery as per timelines for bugs and enhancements during the dialer project Maintain service levels on campaigns by monitoring and tracking data on an active real time, daily, weekly, monthly and yearly basis and mapping agents performance. Create, maintain and analyze reports on an intra-day/hourly, daily, weekly, monthly and yearly basis to monitor performance of strategies. Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns Tracking the Dialer downtime. Interact with IT and BSG unit in the bank. Agent Roster Management publish unscheduled and late login report Identify gaps and leakages with customer interactions are compromised or missed. Accordingly, suggest enhancements and improvements Transmitting Regular and adhoc SMS / Voice blast basis the request from team Preparing dashboards / MIS to review the dialing strategy Initiatives in terms of better management of the system by proactive controls/checks to be recommended / rolled out. Reviewing the call strategy on a period basis and fine tune the same to achieve business challenges.

Competencies/Skill sets for this job

Banking MIS Reporting Data Analysis Credit Cards Senior Management

Job Posted By

Kavita Shermon
Associate Director