Manager WFM Dialer

ExlService Holdings, Inc.; India; On-site; INR 500,000 - 900,000; Full time

Job summary

ExlService Holdings, Inc. is seeking a Dialer Operations specialist to manage the call center technology platform, scheduling, and outbound campaigns. You will monitor dialer activity, ensure compliance with DNC and TCPA laws, and optimize staffing to meet call volumes.

The role covers campaign creation, supervision of IVR, and usage of cloud-based contact center solutions to achieve penetration goals.

Responsibilities

• Manage daily phone system operations and staffing to meet call volume targets
• Provide compliance guidance for outbound campaigns across states and applicable laws
• Oversee campaign management, dialer performance, and utilization of monitoring tools
• Ensure accurate scheduling, list management, and adherence metrics
• Configure new campaigns, user profiles, worksheets, and related setup
• Monitor dialing activity and generate reports on performance and issues

Skills

Call Center Operations

Dialer Systems

Compliance

Workforce Management

Tools

IVR systems

Cloud-based contact center

Job description

• 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