Sr Executive - Dialer Support Analyst

SBI Card; Gurugram District; On-site; INR 500,000 - 900,000; Full time

Benefits offered by this job

Medical Insurance

Personal Accidental

Group Term Life Insurance

Annual Health Checkup

Dental and OPD benefits

Job summary

SBI Card is seeking a Dialer Operations professional to operationalize dialer strategies for in-house and vendor locations. You will monitor floor productivity, manage dialer configurations, and ensure accurate MIS reporting to drive performance and efficiency.

The role requires graduate qualifications with strong Excel skills and experience in dialer platforms and WFM tools. Collaborative work in a fast-paced environment is expected.

Qualifications

• Knowledge of outbound call center and collection processes.
• Knowledge of dialer strategies and systems.
• Advanced knowledge of MS Excel and Access.

Responsibilities

• Scrub callable inventory from Vision+ Dialer extract/CRM dump.
• Control dialer builds, refreshing tables, monitor floor operations for dialer performance.
• Create table definitions, dialer extract, disposition, route access, agent ID mapping.
• Serve as a contact point for system questions and deployment issues.
• Monitor staff logged into dialer campaigns to maximize productivity.
• Ensure timely preparation of MIS/Business reports.
• Incorporate changes in MIS/processes as suggested by stakeholders.
• Recommend improvements based on trend analysis.
• Perform true caller cleanup for in-house and vendor sites.
• Update weekly DID flashing numbers for in-house and vendor sites.
• Maintain daily calling status and contact databases for portfolios.

Skills

Outbound call center

Dialer strategies

MS Excel & Access

Education

Graduate

Tools

Dialer platform

WFM tools

Job description

About Us

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning development framework

What s in it for YOU

1. SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
2. Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
3. Dynamic, Inclusive and Diverse team culture
4. Gender Neutral Policy
5. Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
6. Commitment to the overall development of an employee through comprehensive learning development framework

Role Purpose

Responsible for operationalizing dialer strategies for Inhouse vendor locations by effective monitoring of floor operations productivity metrics.

Role Accountability

1. Scrub callable inventory from the Vision+ Dialer extract/CRM Dump.
2. Control dialer builds, refreshing tables, monitor floor operations for dialer performance and work with operations to optimize calling the best accounts at the best time.
3. Create table definition, dialer extract, disposition, route access, agent ID creation and mapping, services, time zone, etc.
4. Serve as a contact point for system questions, assess business needs, deployment of and problems to ensure that management is informed of functionality issues that arise.
5. Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaigns for each department group and to maximize utilization of agent productivity while logged into campaigns.
6. Ensure timely preparation of MIS/Business reports.
7. Incorporate changes in MIS/processes suggested by stakeholders.
8. Recommend improvement opportunities based on trend analysis and observations.
9. Perform true caller cleanup activity for in-house and vendor sites as per agreed frequency.
10. Ensure weekly updating of DID flashing number for in-house and vendor sites.
11. Maintain daily calling status and contact database of all portfolios for various processes like NRD exclusion, portfolio account level reports.
12. Share best practices on dialer contact strategy to the DSAs on vendor site in alignment with business goals.

Measures of Success

1. Portfolio Targets (PEN, Connect Rate, Contact Rate etc. )
2. Agent Productivity
3. Timely accurate MIS/business reporting
4. Vendor SLA adherence
5. Process adherence as per MOU

Technical Skills / Experience / Certifications

1. Knowledge of outbound Call center and collection process
2. Knowledge of dialer strategies systems
3. Advance knowledge of MS Excel and Access

Competencies critical to the role

1. Analytical Ability
2. Planning Organizing
3. Result Orientation
4. Process Orientation

Qualification

Graduate in any discipline from a recognized Institute/University

Preferred Industry

Preferred Exposure to dialer platform and WFM tools

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.