Assistant Manager at Exl in Gurgaon, Haryana, IN

The Dialer AM will be responsible for daily management of the Dialer system including but not limited to list management, creating and tracking dialer metrics, planning and staff scheduling

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Responsibilities

• 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 system
• 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

Qualifications

• The candidate will have a strong personality and experience managing dialer
• ability to think outside the box is crucial. Must be a team player with strong interpersonal skills
• Partner with business leaders to develop new functionality to improve the borrower and agent experience
• Collaborate with internal and external partners to maximize the achievement of business goals
• Work collaboratively with stakeholders
• Proficient in MS Office applications (Excel, Word, PowerPoint)
• Nice to have – First-hand experience in US consumer collections operations