TM-Dialer Admin-Coll RetTM-Dialer Admin-Coll Ret Tel-B

Aditya Birla Capital; Karnataka; On-site; INR 350,000 - 550,000; Full time

Job summary

Aditya Birla Capital is seeking a Dialer Administrator to operate predictive dialer technology for the in-house call center and support dialing data analysis. You will manage multiple dialer campaigns across products, monitor agent hygiene, and enhance dialing efficiency.

The role requires coordinating pre-calling checks, during-calling pacing, and post-calling validation, with responsibility for end-of-day reporting and ongoing reconfiguration to meet the team’s strategy.

Responsibilities

• Pre Calling: Check allocations and daily dialing plan per ACR.
• During Calling: Pace dialer to maintain proper call flow and fix issues quickly.
• Post Calling: Validate campaign delivery and produce end-of-day reports.
• Reconfiguration: Apply changes to dialer config for future campaigns.

Skills

Dialer administration

Campaign management

Dialer pacing

Reporting & analytics

Compliance awareness

Tools

Predictive dialer software

Job description

Duties

The dialler administrator is responsible for operating predictive dialler technology for Inhouse call center, support dialer data analysis, implement best practices to increase the connect rate, monitor agent hygiene and improve overall dialing efficiency. The role will require the administrator to manage multiple dialler campaigns(all products) simultaneously. The duties are primarily split into four sections:

Pre Calling

Conduct a series of checks to ensure that the dialler has received the correct allocation accounts and the configuration for the day is correct. Decide the product wise dialing plan for the day as per actual ACR.

During Calling

Optimally pace the dialler to ensure that calls are delivered to collectors at the appropriate speed, together with identification and resolution of any issues which would impair the ability to deliver. Track every 2-3 hour the dialing input metrics and change the dialing plan accordingly.

Post Calling

Validation that the predictive dialler campaigns have delivered as per strategy. Deliver end of day reporting as and when required and plan for next days calling on all unpaid accounts.

Reconfiguration

Apply agreed changes to the dialler configuration as per the agreement with center manager/supervisors in preparation for calling activities on future dates.

• Increase overall calling efficiency by adjusting the dialer pacing
• Reduce and highlight any agent hygiene metrics such as - high idle, wrap, AHT, break etc
• Increase the intensity, connect rate and highlight the team to increase connect to PTPs
• Execute dialing plan according to agreed business strategy
• Troubleshoot and resolve dialler related queries from supervisors/managers
• Produce timely and accurate delivery of start of day, intraday and end of day reporting
• Ensure proper allocation for each campaign
• Perform intra day checks to ensure calling lists are optimally performing
• Highlight to the team any operational or technical issues to the agreed business strategy being executed
• Design and maintain calling list criteria, collector workgroup relationship and guard parameters
• Minimise wait time for collectors by pacing the dialler optimally
• Record interaction on daily action log of queries raisedEnsure compliance with the ABCL risk policy and procedures.
• Handles additional functions assigned/delegated by the LM.