Dialer Process Executive

Job highlights

• . Five9 experience preferred or any ACD / IVR/Dialer.
• Experience in contact center and outbound dialer management.
• Experience in a mortgage servicing environment. .

JD for Dailer process:

Location: Bangalore

Work timing : 8am-9pm est Monday-Friday, 10am-3pm Saturday (US time zone)

Desired Skill:

• Five9 experience preferred or any ACD/IVR/Dialer
• Experience in contact center and outbound dialer management
• Experience in a mortgage servicing environment
• Experience managing large-scale projects and service providers

Requirements:

• 1 TL level Reporting Analyst
  • Create and maintain statistical reporting regarding contact center and outbound performance
  • Analyzing large amounts of data to identify patterns or trends
  • Power Query experience
  • Ability to write basic SQL queries to retrieve data from multiple data sources
  • IVR/Dialer experience required
  • Proficient in Microsoft Excel, utilizing pivot tables, creating macros, and using advanced formulas
• 1 TL Level Contact Center and Outbound dialer Administrator
  • Interpreting data to identify trends and draw conclusions about business performance
  • Create, document, and evaluate training materials for the dialer team
  • Lead Dialer initiatives throughout the project lifecycle to support new business initiatives
  • Maintain communication with stake holders to ensure weekly/monthly KPIs are met
  • Develop an understanding of business issues and develop process and technology improvements that provide solutions
  • Ability to identify system enhancements to further automate processes to drive efficiencies
• 3 SME Outbound Dialer Administrator
  • Manage the outbound dialing operations for all contact center lines of business
  • Evaluate historical data and determine best dialing strategies for all stages of delinquencies
  • Analyze all previous day s dialing data, RPC rates, abandon rates, penetration rates, etc. and implement new strategies to improve efficiencies within all departments
  • Maintain communication with stake holders to ensure weekly/monthly KPIs are met
  • Responsible for system maintenance and/or development of outbound dialer
  • Complete assigned helpdesk tickets within established SLA
  • Collaborates with key stakeholders across the organization to drive quality improvement
  • Assist inbound real-time team when necessary
  • Working with IT, monitor overall system performance and communicate system changes, outages or planned maintenance windows
• 3 SME Real Time Analyst/Intraday Specialist
  • Monitor real-time ACD reports and dashboards
  • Manage skilling profiles within Five9 Administrator
  • Administer intraday schedule changes
  • Make recommendations to leaders to increase occupancy or service levels
  • Communicate identified risks to leadership and team members
  • Complete assigned helpdesk tickets within established SLA
  • Report contact center and agent performance to team leaders
  • Assist planning analyst when necessary