Dialer Operator

Job Description

Role/ Job Title: Dialer Operator

Business: Branch Banking

Function/ Department: Virtual Relationship Management

Place of Work: Thane / Hyderabad

Job Purpose

 Manage the outbound call center dialer which is the technology behind the operations of call center

 Responsible to drive and manage Telecom lines to ensure maximum customers are connected

Roles & Responsibilities

 Manage outbound call center dialer functionality end to end

 Real time manage the dialer application for upload of database

 Monitor and churn the database tables as per the connectivity delivered in a specific campaign

 Control Idle time and call drop offs by understanding Pacing ratios

 Responsible to manage telecom lines – recommend and switch lines between GSM, PRI & SIP to increase the connectivity for employees

Secondary Responsibilities

 Skilled to review the dialer performance and share the output or recommend changes which are required to better the application performance

 Innovative on using the dialer features to ensure higher connectivity

 Monitor and derive peak hours and non-peak hours to ensure maximum customers are connected

Managerial & Leadership Responsibilities

 Strong team player

 Demonstrates technical skills and imparts the knowledge to required resources

 Periodic reporting of dialer performance and daily dialed output summary

 Should be skilled to drive objective through call center team daily

Key Success Metrics

 Number of dial out

 Daily/Weekly/Monthly Connects

 Ensuring stability of dialer application

 Telecom lines performance management

 Real time monitoring and reducing idle time of the VRM's

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