Dialer Manager, Mumbai

Please refer and update the below job description.

Role/ Job Title: Dialer Manager

Business: Retail Banking

Function/ Department: Turbo X-sell

Place of Work: Thane- Quantum

Job Purpose:

ü    Manage the outbound call center dialer which is the technology behind the operations of call center
ü    Give inputs / analytics on operations 

Roles & Responsibilities:

• Manage outbound call center dialer functionality end to end
• Real time manage the dialer application for upload of database 
• Monitor and churn the database tables as per the connectivity delivered in a specific campaign
• Control Idle time and call drop offs by understanding Pacing ratios
• Responsible to manage telecom lines – recommend and switch lines between GSM, PRI & SIP to increase the connectivity for employees
• Interact with the Core Dialer Partner on new implementations
• Preparations of BRD for Partners
• Interact with Bank IT team to resolve any local issues / concerns
• Conduct regular health Checks / Audits to check the functioning and efficiency of the Dialer Operations  
• Ensure timely planning / backup at the time of outages

Secondary Responsibilities 

ü    Skilled to review the dialer performance and share the output or recommend changes which are required to better the application performance
ü    Innovative on using the dialer features to ensure higher connectivity
ü    Monitor and derive peak hours and non-peak hours to ensure maximum customers are connected

Managerial & Leadership Responsibilities :

ü    Strong team player
ü    Demonstrates technical skills and imparts the knowledge to required resources
ü    Periodic reporting of dialer performance and daily dialed output summary
ü    Should be skilled to drive objective through call center team daily

Key Success Metrics:

ü    Number of dial out
ü    Daily/Weekly/Monthly Connects
ü    Ensuring stability of dialer application
ü    Telecom lines performance management
ü    Real time monitoring and reducing idle time