Dialer Executive at Baroda Global Shared Service in Gandhinagar

Role & responsibilities

Dialer Operations Management:

• Oversees the operation and maintenance of the dialer system used in the contact centre or collection environment.
• To ensure the dialer system is configured properly and running smoothly to optimize contact center efficiency. Dialing Strategy and Optimization:
• Responsible for developing and implementing dialling strategies that maximize contact center productivity and efficiency. Campaign Management:
• Should manage outbound dialling campaigns and their associated parameters, such as dialling lists, scripting, call dispositions, and call routing rules.
• Should collaborate with stakeholders to understand campaign goals and requirements, ensure compliance with regulations and industry best practices, and optimize. Campaign performance.
• Performance Monitoring and Reporting: Monitors dialer performance and campaign metrics to identify trends, patterns, and areas for improvement.
• Generate reports on campaign effectiveness, agent performance, and dialer system performance.
• To analyse data to provide insights and recommendations for optimizing dialer operations. Compliance and Regulatory Adherence:
• Ensures compliance with applicable regulations and guidelines, such as TCPA (Telephone Consumer Protection Act) and DNC (Do-Not-Call) regulations.
• To implement and enforce dialing policies and procedures to protect consumers' rights and mitigate legal risks associated with outbound dialing operations. Dialer System Administration:
• Should handle the administration and configuration of the dialer system.
• To manage dialer settings, maintain call lists, import/export data, and oversee system integrations with other contact center tools and technologies.
• To troubleshoot technical issues and liaise with IT or vendor support for problem resolution. Vendor Management:
• Should interact with dialer system vendors or service providers.

BANK-INTERNAL

• Participate in vendor evaluations, contract negotiations, and performance monitoring.
• Should ensure that vendors deliver quality services, meet service level agreements (SLAs), and address any technical or operational issues promptly. Continuous Improvement:
• Should drives continuous improvement initiatives to enhance dialer system functionality, campaign performance, and overall contact center operations.
• Should identify process bottlenecks, recommend system enhancements or automation opportunities, and implement best practices to increase efficiency and productivity. SIM/SIP Management :
• Should overlook the SIP and SIM m Requirements

Preferred candidate profile

Applicants should possess the following attributes:

Work Experience

• Min 1 year of experience working as a Contact Center agent in Banking domain preferred

Technical Skills

• Strong observation skills
• Problem solving skills
• Knowledge of dialer metrics
• MS office skills (Excel, PowerPoint, etc.)

Behavioral Skills

• Excellent verbal, written Communication skills
• Eye for Detail - Ability to identify potential failure modes
• Analytical and Problem solving ability
• Good interpersonal skills
• Process control and result oriented
• Value integrity, Respect, customer centricity

Adoptability to a fast – paced changing environment