Senior Dialer Manager-Cross Sell eBranch

IDFC FIRST Bank; Thane; On-site; INR 600,000 - 800,000; Full time

Job summary

IDFC FIRST Bank is seeking a Dialer Manager for its Thane location to oversee the daily operations of the outbound call center dialer system. The role includes managing dialer functionalities, database uploads, and telecom infrastructure optimization to enhance customer connectivity and agent productivity. Candidates should have proven experience in managing dialer systems, a background in call centers, and strong teamwork and analytical skills. A bachelor's degree in a relevant field is preferred.

Qualifications

• Proven experience in managing outbound dialer systems and telecom infrastructure.
• Experience in a call center or customer service environment is highly desirable.

Responsibilities

• Manage the end-to-end functionality of the outbound call center dialer in real-time.
• Upload and manage customer databases within the dialer application.
• Monitor and optimize database tables based on campaign performance.
• Analyze pacing ratios to control agent idle time and reduce call drop-offs.
• Manage telecom infrastructure to enhance connectivity and efficiency.

Skills

Team collaboration

Technical proficiency in dialer systems

Data analysis

Time management

Education

Bachelor's degree in a relevant field

Job description

About the Role

The Dialer Manager – Cross Sell eBranch is responsible for overseeing the daily operations of the inbound/outbound call center dialer system. This role ensures real-time management of dialer functionalities, database uploads, and telecom line optimization to maximize customer connectivity and agent productivity. The position plays a critical role in enhancing campaign performance and operational efficiency within the Retail Asset business.

Key Responsibilities

Primary Responsibilities

• Manage the end-to-end functionality of the outbound call center dialer in real time.
• Upload and manage customer databases within the dialer application.
• Monitor and optimize database tables based on campaign connectivity performance.
• Analyze pacing ratios to control agent idle time and reduce call drop-offs.
• Manage telecom infrastructure by recommending and switching between GSM, PRI, and SIP lines to enhance connectivity and efficiency.

Secondary Responsibilities

• Utilize advanced dialer features to improve customer connectivity rates.
• Analyze call patterns to identify peak and non-peak hours, optimizing campaign scheduling for maximum reach.

What We Are Looking For

Education

• Bachelor's degree in a relevant field is preferred.

Experience

• Proven experience in managing outbound dialer systems and telecom infrastructure.
• Experience in a call center or customer service environment is highly desirable.

Skills and Attributes

• Strong team player with excellent collaboration skills.
• Demonstrated technical proficiency in dialer and telecom systems.
• Ability to analyze data and optimize operational performance.
• Effective time management and real-time decision-making capabilities.