Senior Dialer Manager-Cross Sell eBranch

Job Requirements About the Role

The Dialer Manager – Cross Sell eBranch is responsible for overseeing the daily operations of the inbound/outbound call center dialer system. This role ensures real-time management of dialer functionalities, database uploads, and telecom line optimization to maximize customer connectivity and agent productivity. The position plays a critical role in enhancing campaign performance and operational efficiency within the Retail Asset business.

Key Responsibilities

Primary Responsibilities

• Manage the end-to-end functionality of the outbound call center dialer in real time.
• Upload and manage customer databases within the dialer application.
• Monitor and optimize database tables based on campaign connectivity performance.
• Analyze pacing ratios to control agent idle time and reduce call drop-offs.
• Manage telecom infrastructure by recommending and switching between GSM, PRI, and SIP lines to enhance connectivity and efficiency.

Secondary Responsibilities

• Utilize advanced dialer features to improve customer connectivity rates.
• Analyze call patterns to identify peak and non-peak hours, optimizing campaign scheduling for maximum reach.

What We Are Looking For

Education

• Bachelor's degree in a relevant field is preferred.

Experience

• Proven experience in managing outbound dialer systems and telecom infrastructure.
• Experience in a call center or customer service environment is highly desirable.

Skills and Attributes

• Strong team player with excellent collaboration skills.
• Demonstrated technical proficiency in dialer and telecom systems.
• Ability to analyze data and optimize operational performance.
• Effective time management and real-time decision-making capabilities.