Dialer Admin
Irco, Pakistan

1. The structured management and analysis of outbound dialing campaigns to achieve company set targets as the individual will work closely with management from Operations and Risk to ensure that intelligent strategies are devised and implemented.
2. A critical responsibility will be the analysis of campaign results and KPI to hone and modify future strategies. The individual would be responsible for the daily readiness of call center automated dialer applications including, but not limited to, the implementation of strategies, creation and optimization of inbound and outboundservices, monitoring of real time production standards, production of daily reports,troubleshooting of production issues and minimization of system downtime.
3. Manages predictive dialer functions such as daily upload/download procedures, building and scheduling campaigns, schedule adherence, service monitoring and call center production standards and generates and analyzes various reports from the dialer system to manage daily call distribution, agent productivity, and staffing resource allocation.
4. Monitor performance of phone and dialer systems. Works closely with operational management team to develop call handling strategies and leverage efficiencies from dialer campaigns and he would Recommends improvements in call flow, works with operation teams to develop dialing strategies.
5. Researches, analyzes and trends data to interpret results and variances and to assess strategy effectiveness and communicates results to operational management; accepts and incorporates feedback from management and customer service representatives for process improvement so the he provides new strategy recommendations based on actual KPI data, including staff and outbound campaign scheduling.
6. Perform routine dialer maintenance tasks such as adding and deleting users, changing caller ID number, or modifying report settings and troubleshoot dialer issues and work with internal IT staff and vendor technical support, as needed. Would draft and maintain internal dialer policies and procedures