- Strategize, execute and manage dialer strategy for multiple teams to ensure campaigns are penetrated efficiently and effectively to meet established business goals
- Implement a comprehensive dialing strategy based on analytics which encompasses manual, preview, predictive and HCI dialing campaigns
- Develop, analyze and distribute agent statistics and identify trends to help determine the need for strategy changes and/or training
- Optimize daily performance on the Telephony platforms and ensure appropriate staffing levels are in place to meet and exceed the necessary inbound and outbound dialer management
- Responsible for implementation and production of daily business reporting
- Identifying and implementing process improvements
- Manage dialer performance metrics to world class standards including service levels, occupancy and call routing to ensure KPI’s are surpassed
- Effectively lead, develop, and manage a team of dialer administrators.
- Preparing and participation in Dialer/Portfolio reviews.
- Effectively coordinating with the stake holders on a regular basis ensuring the healthy desired output for portfolios.
- Candidate should have a Bachelors/Post graduate degree in any stream with minimum 4-5 years of Supervisory Dialer Management experience
- Should have experience of handing a large diverse team of full time employees
- Should possess strong execution skills along with demonstrated ability to identify root causes of problems; generate and evaluate creative alternative solutions; implement problem resolutions quickly and effectively with fact-based decisions
- Strong communication and interpersonal skills with evidence of teamwork and collaboration
- Advanced working knowledge of Microsoft applications – Excel, Word, Power Point
- Preferred Qualification – Any Graduate
Kindly Note: At Credence, we uphold the highest standards of integrity in our recruitment process. We do not charge any fees at any stage of the hiring process, and we strictly prohibit any third parties, vendors, or individuals from soliciting money in exchange for job opportunities at Credence.
If you are approached by anyone requesting payment or offering you a position at Credence in exchange for money, do not engage with them. Such actions are fraudulent and not authorized by Credence. Please report any such incidents immediately to our official HR team at [email protected]
Your safety and trust are important to us. Thank you for helping us maintain a fair and transparent hiring environment.
