Dialer Manager

4finance; Madrid; Híbrido; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading company in the digital lending space is looking for a Dialer Manager to join their team in Madrid. This role involves overseeing call center metrics, optimizing dialing systems, and offering insights to enhance performance. Ideal candidates will possess a strong background in IP telephony and call center management, as well as a proactive approach to decision-making. Join a dynamic team making impactful contributions in a fast-paced industry.

Servicios

Employee development program

Mental wellbeing support

Health and accident insurance

Food benefit card

Monetary awards for long-term employment

Company events and team-building activities

Formación

• At least 1 year of experience in IP telephony.
• Experience in setting up call centers for over 60 people.
• Clear understanding of call center operations.

Responsabilidades

• Monitor call center KPIs for all projects.
• Support and optimize dialer systems.
• Develop dashboards and reports for tracking.

Conocimientos

IP telephony

Call center management

Data analysis

Proactive decision-making

Task prioritization

Herramientas

Avaya

Genesis

Cisco

Webitel

Asterisk

VCC-Live

Descripción del empleo

4finance Group is one of Europe’s largest digital consumer lenders.

For more than 15 years we have been providing fast and convenient financial solutions in a digital world.

Leveraging automation and data-driven insights, 4finance provides convenient products in a responsible way. We offer various types of loans, designed to meet our customers’ needs.

At 4finance, we have an entrepreneurial mindset, strive for excellence , yet keep things simple . Our business is driven by leading edge technology and our talented people - the most important ingredient of our success. 4finance has created a supportive, rewarding and empowering environment, where employees can grow their talent. We are proud to have a global network of leading experts, who are driven by passion to deliver.

We love what we do!

Join our team! We are looking for a Dialer Manager in Riga HQ office , Prague , or Madrid!

Responsibilities :

• Daily monitoring of call center KPI’s for all 4finance projects (Spin Rate, Portfolio / Call list penetration, Connect Rate, Contact Rate, waiting time, wrap-up time, talking time, utilization of the agents, drop rate, etc.)
• Support Webitel & VCC Live dialer systems, maintaining efficient operation of the dialer, optimizing settings.
• Perform regular analysis and improvements on call center operational metrics.
• Proactively calculate and monitor the required number of lines to maintain the dialer’s target SLA.
• Analyze auto-dialer metrics and continuously improve dialer settings.
• Development of necessary dashboards and reports for daily tracking of KPIs, creation of necessary alerts.
• Work with local VOIP support team to plan and implement integrations with 3rd party systems and services.
• Regular communication with collection managers and give them recommendations on how to improve call center performance (number of agents, number of lines, different dialer modes, different shifts depending on contact during the day, etc.)
• Monitor and improve existing integrations with the data collection platform, messengers, text-to-speech services, etc.
• Consult and advise IT and business on call center dialer functionality, capabilities and operations.
• Offer new solutions and ideas to businesses based on the capabilities of the telephony platform, such as voice bots, messenger automation, speech recognition, AI recognition of voice mails, cascading number changes, etc.
• Make a process for regularly changing numbers in the pool, based on country specifics.
• Preparing weekly and monthly presentations for management with call center performance dynamics and KPI’s achievements.

Requirements :

• Experience with IP telephony for at least one year (Avaya / Genesis / Cisco / Webitel / Asterist / VCC-Live).
• Experience in setting up call centers (from 60 people) and a clear understanding of how call centers, autodialers work and which one is better for each type of call center activity.
• Proactive position, variability, independence.
• Ability to make decisions independently.
• Ability to set priorities for tasks and deliver them in time.
• Ability to organize and plan your work.

We are offering :

• Work in an international company operating in an exciting, competitive and fast-paced industry.
• Challenging projects that you will have a real impact on.
• The best team and great colleagues.
• Employee development program to support you in your personal and professional development.
• Employee assistance program (free mental wellbeing, financial and legal consultations).
• Monetary awards and additional vacation days for long-term employment.
• Monetary benefits of life events.
• Premium health and accident insurance after the probation period (depending on location).
• Food benefit card after the probation period (depending on location).
• Company events and team-building activities.
• Hybrid work possibilities (depending on location).
• Monthly salary up to 3000 EUR gross, depending on experience, education, and competencies + annual bonus.

While 4finance is a diverse employer that values applicants from all over the world, we are unable to accept applications for this position from those that do not have EU citizenship or the current right to work in Latvia, Czech Republic or Spain.

Employment type : Permanent

J-18808-Ljbffr