Job Description

Role/ Job Title: Dialer Manager Business:Branch Banking Function/ Department:Virtual Relationship Management Place of Work:Thane / Hyderabad Job Purpose : Manage the outbound call center dialer which is the technology behind the operations of call center Give inputs / analytics on operations Roles & Responsibilities : Manage outbound call center dialer functionality end to end Real time manage the dialer application for upload of database Monitor and churn the database tables as per the connectivity delivered in a specific campaign Control Idle time and call drop offs by understanding Pacing ratios Responsible to manage telecom lines - recommend and switch lines between GSM, PRI & SIP to increase the connectivity for employees Interact with the Core Dialer Partner on new implementations Preparations of BRD for Partners Interactwith Bank IT team to resolve any local issues / concerns Conduct regular healthChecks / Audits to check the functioning and efficiency of the Dialer Operations Ensure timely planning / backup at the time of outages Secondary Responsibilities Skilled to review the dialer performance and share the output or recommend changes which are required to better the application performance Innovative on using the dialer features to ensure higher connectivity Monitor and derive peak hours and non-peak hours to ensure maximum customers are connected Managerial & Leadership Responsibilities : Strong team player Demonstrates technical skills and imparts the knowledge to required resources Periodic reporting of dialer performance and daily dialed output summary Should be skilled to drive objective through call center team daily Key Success Metrics : Number of dial out Daily/Weekly/Monthly Connects Ensuring stability of dialer application Telecom lines performance management Real time monitoring and reducing idle time of the VRM\'s

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