Regional Dialer Manager - Mumbai

Job Description

Roles and ResponsibilitiesJob Purpose This job holder is responsible to ensure: Responsibility of the Dialer team will be to effectively and efficiently manage the CISCO Dialer, Buzzwork & Telesmart for contact centre technology from operational and business stand point. With the express objective of achieving business targets and efficiency targets related to the lead management and outbound database calling management With the express objective of achieving business targets and Income targets related to the PBs for RRM calling management Continuous interactions, feedback and input mechanism with line teams to drive stated business objectives. Dialer IDs Management (Creation, Modifying, Resetting & Deleting). Highlighting gaps and issues and escalating as per the following laid down process. Portfolio management (Creation, modifying, resetting & Deleting the portfolio & map users and Extension in portfolios) Extension to be identified & mapped against users & Portfolios for Inbound and outbound calls in relationship based process. Tracking the efficiency parameters like TAT, FTNR, lead coverage, calling TAT etc and ensure achievement on the set benchmarks. Works closely with supervisor & team and supports in achieving the teams goals

• Mentors team members to bring them up the curve and supports them in achieving their goals

Dialer manager will be responsible for managing both projects delivery and operations Job Responsibilities :A) Effective Dialer Management:

• Accountable for the daily setup of and monitoring of calling campaigns & strategies.
• Altering campaign parameters to maximize efficiency/effectiveness where necessary.
• Devise, Execute and monitor the database strategy for Outbound Calling
• Co-ordination with the IT /Dialer support team for technical assistance and functioning.
• Dialer IDs Management (Creation, Modifying, Resetting & Deleting).
• Highlighting gaps and issues and escalating as per the following laid down process.
• Portfolio management (Creation, modifying, resetting & Deleting the portfolio & map users and Extension in portfolio s)
• Extension to be identified & mapped against users & Portfolio s for Inbound and outbound calls in relationship based process.
• Utilization of resource available (Track Channel availability in PRI where more than 30 users are assigned).
• Tracking of Complaint module updating timely & ensure reverse feed,
• Agent mapping to Skillset and skillset mapping to Campaigns.
• Real time monitoring of Agent Statistics, abandon rates, availability %, Inventory inflow and outflow and campaign statistics.

B) Efficient Inventory / Campaign Management

• Continuous interactions, feedback and input mechanism with line teams to drive stated business objectives.
• Tracking the calling and output related data vis--vis adherence to set benchmarks.
• Tracking the timely Data Upload and on Dialer and Partial Refresh on all Record
• Identify & Clean-up of database.
• Tracking the relationship tagging and ensure driving the metric in region,
• Track the pending missed call & ensure calling done on missed calls timely.
• Timely Prioritization of Event based Triggers.
• Tracking the calling priority set by business and ensures it is done as per the business requirement.
• Tracking On Call SMS & Email basis relationship tagging.
• Coordinate with the campaign strategies Managers to forecast and monitor inventory requirement and performance on regular basis.
• Ensuring the dialer scheduled time and inventory being called is in lien with the TRAI regulations.
• Strategizing to improve the competitive performance of the business.

C) Report & MIS Management

• Centrally drive the process deliverables through designing and executing constituent level reports and MIS for lead management
• Create detailed disposition analyses & BTC (Best time to Call) to present inputs and feedback to the Line teams & Channel Teams.
• Tracking the efficiency parameters like TAT, FTNR, lead coverage, calling TAT etc. and ensure achievement on the set benchmarks.
• Do drill down analysis on all dialer performance / Hygiene metrics.
• Analysis of all portfolio performance daily/weekly/monthly/annually & provide specific inputs to improve.

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Keyskills :
emailpbssettechnical assistancemessaging platformsbusinessportfolio managementoutbound callingmaptatoutputlead managementmisreal time monitoringcampaign strategiespriidsexpressstatements of work sow