Dialer Manager - BPO Operations

As discussed, Sharing the details of an opening for Outbound Contact Center for Mumbai location.

Role : Dialer Manager

Grade : SM/AVP

Location : Mumbai

Business Unit : Outbound Contact Center- Spectrum Banking

Experience : 10+ Yrs

Please find JD for Dialer Manager.

Responsibilities:

- A seasoned experienced in overall understanding dialer management, API integrations & helping on creating contact center as Omni Channel Platform (Voice, Video, Chat & Email)

- Should possess E2E understanding on the technology offered in the market from Dialer (Genesis, Avaya, Ameyo, Convex), Speech Analytics, Artificial Intelligence, Machine Learning & Voice BOT standpoint

- Optimizing the leads nurturing & calls done from Spectrum Banking impacting the conversion for new business, X-sell opportunities & Customer Retention

- Sound knowledge on communication tool like Adobe or Resultics, one can help on creating new used cases from communication perspective

- Create dialing strategies and campaigns in line with company strategy. Continuously innovate to improve the performance of the dialer. Liaise with the technical support team regarding dialer irregularities and maintain a high level of customer service

- Responsible to manage all daily outbound dialer activity & inbound service levels across all multi-functional areas. Analyze real time contact center statistics in order to facilitate actions to meet inbound & outbound service level / sales targets.

- Debrief and review campaigns from a dialer perspective. Internal training on the dialer process at all levels within the call center is to be provided when required and implementing it for the Call Center team in order to achieve the objectives of leading the industry in spends, cross sell revenue and high value market share, resulting in the financial objective of incremental budgeted revenue.

- Should be excellent in managing stakeholder (internal & external)

- Provide ad-hoc duties to the dialer contact center environment as delegated by management, Reporting and analysis on dialer performance.

- Adherence of YES Values-driven via Yes Personality standards & Work commitment

- Comply with Bank's policies and processes.

- Understanding behavior of Customer Relationship Manager and generate actionable insights. Managing projects, leading cross-functional teams across Operations, IT, Risk, technology and customer service functions. Good understanding of technology, quantitative techniques - mathematical and statistical

- Good hands-on excel & other analytical tool to evaluate performance

Salary- 20-25% Hike Max.

Rahul Sharma I

Manager-Business Development.
Ten Head Consultants.
SCF 28, Phase 3B2, Sahibzada Ajit Singh Nagar, Punjab 160059.