Manager WFM Dialer

EXL Talent Acquisition Team; Dadri; Presencial; INR 700.000 - 1.000.000; Jornada completa

Descripción de la vacante

EXL Talent Acquisition Team is seeking a Dialer Operations professional in India to oversee daily phone system management, list handling, and staffing planning for the call center. The role includes ensuring adherence metrics and guiding compliance across outbound campaigns.

You will monitor dialer performance, analyze campaign data, and manage the technology stack supporting outbound dialing and campaign execution. Strong focus on risk reduction and operational efficiency is essential.

Formación

• Daily management of the phone system including list management, metrics tracking, and staffing planning.
• Provide compliance guidance when running outbound campaigns.
• Manage dialer technology platform and outbound campaigns.

Responsabilidades

• Own and manage all aspects of campaign management and strategy for outbound dialing.
• Monitor and adjust dialer performance to meet penetration goals.
• Oversee call center technology platforms including IVR, cloud-based contact center solutions, and workforce management.
• Ensure adequate staffing levels to handle forecasted call volumes and minimize operational risk.

Descripción del empleo

• Responsible for daily management of the phone system including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center
• This role will also be providing compliance guidance when running outbound campaigns
• Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals
• Ensure adequate staffing levels and minimize organizational risks.
• Perform daily uploads, downloads, and importing
• Ensure and document outbound dialer activity
• Analyze dialer-output data to identify potential problems and issues
• Run payment report regularly
• Create and update dialing campaigns filter, list strategies, and reports
• Monitor and adjust the performance of the dialer systems
• Responsible for all aspects of the call center technology platform including conversational IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management
• Responsible for team member schedules to endure all intervals during business hours are staffed to support expected call volumes
• Configuration of new campaigns: creation, user profiles, worksheets, etc
• Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, FDCPA, other Federal Laws, California Privacy Act, etc.
• Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS