Senior Manager/Manager - Dialer Operations

- To manage, monitor and continuously improve utilization of outbound dialer application across Customer Service, Credit & Collections and Marketing, such that it ensures a standardized output, enhanced efficiencies and a seamless experience across all circles and outbound service partners.

- This would include managing all aspects related to Dialer management, i.e., functional processes, systems, training and quality and service partnership management, keeping in line with the companys service spirit and continuous enhancement in operational inputs, leading to both qualitative and quantitative improvements in outbound service operations.

Major purpose of the job:

- Review and endorse Dialer optimization guidelines and strategies across all 3 functions, keeping in mind the enterprise level requirements.

- Support building and development of custom applications on the dialer for specific business units or projects

- Ensure dialer MI adds value to business objectives and facilitate profitable growth through Creating and managing a holistic functional outbound service delivery management system to deliver a seamless customer experience across all outbound service touch-points.

- Delivering on company’s service objectives of meeting and exceeding service-performance norms in all aspects of outbound contact management.

- Facilitate Customer Service heads and Retention & Relations Managers in all areas pertaining to functional outbound service delivery management.

- Execute any other projects, tasks or activities required to align to national CS outbound service delivery initiatives and to enhance outbound team performance.

Candidate Specifications:

- Female Candidate with 7 to 9 years’ experience in operations of outbound sales, with good exposure to dialer operations