Dialer Manager - Leading Bank

Job Purpose: 

The role entails ensuring stability of dialer application, telecom lines performance management and real time monitoring. And reducing idle time of the agents by delivering system enhancements and analyzing database to improve existing processes effectively through technological advances.             

Roles & Responsibilities:

• Manage daily outbound call center dialer functionality end to end and real time
• 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 : 

• 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
• Strong team player
• Demonstrates technical skills and ensures implementation of the same in routine work