Dialer Executive

Baroda Global Shared Service; Gandhinagar; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Baroda Global Shared Service in India is seeking a Dialer Systems Manager to oversee the operation and maintenance of the dialer used in contact centres and collections. You will design dialing strategies, manage outbound campaigns, and optimize configurations, lists, scripting, and routing rules to boost productivity.

You will monitor performance metrics, generate reports, ensure regulatory compliance (e.g., TCPA/DNC), and coordinate with IT and vendors for issue resolution, system

Qualifications

• Min 1 year of experience as a Contact Center agent in Banking domain preferred.
• Exposure to dialer systems or contact-center technology is a plus.
• Proficiency with MS Office tools (Excel, PowerPoint) is desirable.

Responsibilities

• Oversees operation and maintenance of the dialer system used in contact centres or collections.
• Develops and implements dialing strategies to maximize productivity and efficiency.
• Manages outbound dialling campaigns, lists, scripting, dispositions and routing rules.
• Collaborates with stakeholders to align campaigns with goals and regulatory requirements.
• Monitors performance metrics and generates reports on campaign and dialer performance.
• Ensures compliance with TCPA and DNC regulations and enforces dialing policies.
• Handles dialer system administration, data import/export, and integrations with other tools.
• Engages with dialer vendors, participates in evaluations and SLA adherence.
• Drives continuous improvement to enhance functionality and process efficiency.

Skills

Strong observation

Problem solving

Knowledge of dialer metrics

MS Office skills

Tools

MS Office (Excel, PowerPoint)

Job description

Role & responsibilities

• Oversees the operation and maintenance of the dialer system used in the contact centre or collection environment.
• To ensure the dialer system is configured properly and running smoothly to optimize contact center efficiency. Dialing Strategy and Optimization:
• Responsible for developing and implementing dialling strategies that maximize contact center productivity and efficiency. Campaign Management:
• Should manage outbound dialling campaigns and their associated parameters, such as dialling lists, scripting, call dispositions, and call routing rules.
• Should collaborate with stakeholders to understand campaign goals and requirements, ensure compliance with regulations and industry best practices, and optimize. Campaign performance.
• Performance Monitoring and Reporting: Monitors dialer performance and campaign metrics to identify trends, patterns, and areas for improvement.
• Generate reports on campaign effectiveness, agent performance, and dialer system performance.
• To analyse data to provide insights and recommendations for optimizing dialer operations. Compliance and Regulatory Adherence:
• Ensures compliance with applicable regulations and guidelines, such as TCPA (Telephone Consumer Protection Act) and DNC (Do-Not-Call) regulations.
• To implement and enforce dialing policies and procedures to protect consumers' rights and mitigate legal risks associated with outbound dialing operations.
• Dialer System Administration:
• Should handle the administration and configuration of the dialer system.
• To manage dialer settings, maintain call lists, import/export data, and oversee system integrations with other contact center tools and technologies.
• To troubleshoot technical issues and liaise with IT or vendor support for problem resolution.
• Vendor Management:
• Should interact with dialer system vendors or service providers.

BANK-INTERNAL

• Participate in vendor evaluations, contract negotiations, and performance monitoring.
• Should ensure that vendors deliver quality services, meet service level agreements (SLAs), and address any technical or operational issues promptly.
• Continuous Improvement:
• Should drives continuous improvement initiatives to enhance dialer system functionality, campaign performance, and overall contact center operations.
• Should identify process bottlenecks, recommend system enhancements or automation opportunities, and implement best practices to increase efficiency and productivity.
• SIM/SIP Management :
• Should overlook the SIP and SIM m Requirements

Preferred candidate profile

Applicants should possess the following attributes:

Work Experience

• Min 1 year of experience working as a Contact Center agent in Banking domain preferred

Technical Skills

• Strong observation skills
• Problem solving skills
• Knowledge of dialer metrics
• MS office skills (Excel, PowerPoint, etc.)

Behavioral Skills

• Excellent verbal, written Communication skills
• Eye for Detail - Ability to identify potential failure modes
• Analytical and Problem solving ability
• Good interpersonal skills
• Process control and result oriented
• Value integrity, Respect, customer centricity

Adoptability to a fast – paced changing environment