Dialer Manager

Responsibilities :

• 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.
• Implement, control and evaluate calling strategies on the predictive dialer.
• Campaign monitoring and troubleshooting.
• Ensure compliance is continuously followed by communicating with all supervisors and managers.
• Provide ad-hoc duties to the dialer contact centre environment as delegated by management.
• Reporting and analysis on dialer performance.
• Analysing reports by interpreting results and by making additional recommendations to increase dialer performance.
• Manage relationships and expectations with various campaign managers.
• 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.

Requirements :

• Fluent / Native English Speaker.
• Minimum of 5-6 year’s dialer administrator experience .
• Minimum of 3 years’ experience in the interpretation of call centre analytics.
• Proven record of formulating strategies and ability to effectively analyse business data.
• Proficient at MS Office (Excel – advanced).
• Excellent knowledge of dialer management/ownership and scenario based capacity planning for outbound.
• Experience in developing and implementing strategic dialer projects that bring about system/operational efficiencies.

Attributes and behaviors :

• Analytical (production and interpretation) and effective decision maker.
• Persuasive, influence and initiate action.
• High attention to details.
• Excellence interpersonal and relationship building skills.

Working Days: Mon-Fri fixed

Working Hours: 9 hours starting from 4-5-6 PM 

Operational Days: 5 Days a week with 2 Days off