Assistant Manager

Assistant Manager

Dialer WFMJob Role

• Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals
• Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview, predictive and HCI dialing campaigns
• Develop, analyze and distribute agent statistics and identify trends to help determine the need for strategy changes and/or training
• Optimize daily performance on the Telephony platforms and ensure appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound dialer management
• Responsible for implementation and production of daily business reporting
• Identifying and implementing process improvements
• Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI s are surpassed
• Effectively lead, develop, and manage a team of dialer administrators.
• Preparing and participation in Dialer/Portfolio reviews.
• Effectively coordinating with the stake holders on a regular basis ensuring the healthy desired output for portfolios.

Desired Skills

• Candidate should have a Bachelors/Post graduate degree in any stream with minimum 4-5 years of Supervisory Dialer Management experience
• Should have experience of handing a large diverse team of full time employees
• Should possess strong execution skills along with demonstrated ability to identify root causes of problems; generate and evaluate creative alternative solutions; implement problem resolutions quickly and effectively with fact-based decisions
• Strong communication and interpersonal skills with evidence of teamwork and collaboration
• Advanced working knowledge of Microsoft applications Excel, Word, Power Point
• Preferred Qualification Any Graduate

Job Category: Dialer WFM

Job Type: Full Time

Job Location: Pune IN

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