Site Head - Dialer Management - Telecom

Increase agent productivity and reduce head count as per business needs - Proactively work with management team to identify opportunities to apply new workforce strategy

Own, document and manage dialer optimum settings and dialer change management process to ensure adherence to changes;

Responsible for working with various departments including but not limited to IT, Training, Operational Risk, Service Quality, and Country stakeholders to work towards continuously developing and improving our strategies and enhancing our dialer and phone systems;

Monitor of call centre KPIs in a live environment, ensure the day trends are under close supervision and any changes in the metrics are highlighted;