Manager

EXL · India

The Dialer Manager/Strategist will be 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.

Description

• 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 systems
• 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