Assistant Manager

Credence Global Solutions; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Credence Global Solutions is hiring for a Dialer & WFM role in Pune. You will strategize and manage dialer campaigns, analyze agent stats, and optimize telephony performance to meet inbound and outbound targets.

The role requires 4–5 years of supervisory dialer management experience, strong execution and communication skills, and proficiency in MS Excel. A Bachelor’s or postgraduate degree is preferred, with on-site work in Pune.

Qualifications

• Bachelor's or postgraduate degree in any stream.
• 4–5 years of supervisory dialer management experience.
• Experience leading a large diverse full-time team.
• Strong execution skills with root-cause analysis and problem-solving.
• Excellent communication and collaboration skills.
• Advanced MS Excel/Office skills.
• Preferred: Any Graduate.

Responsibilities

• Strategize, execute and manage dialer strategy for multiple teams to meet business goals.
• Implement a comprehensive dialing strategy based on analytics across manual, preview, predictive and HCI dialing campaigns.
• Develop, analyze and distribute agent statistics and identify trends for strategy/training decisions.
• Optimize daily performance on Telephony platforms and staffing levels to meet inbound/outbound targets.
• Production of daily business reporting and insights.
• Identify and implement process improvements.
• Manage dialer performance metrics to meet KPIs and ensure service levels.
• Lead, develop and manage a team of dialer administrators.
• Prepare and participate in Dialer/Portfolio reviews.
• Coordinate with stakeholders to ensure healthy output for portfolios.

Skills

Dialer management

Team leadership

Analytics

Communication

MS Excel

Education

Bachelor's degree

Postgraduate degree

Job description

Dialer & WFM

Job Roles & Responsibilities

• 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 Requirements

• 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