Smartcoin·2 months ago
2 months ago
Dialer Manager - Collections
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About this role
About Olyv
Olyv is India's fastest-growing, fully automated next-generation fintech company focused on addressing the credit requirements of self-employed micro-entrepreneurs, micro-merchants, and middle and lower-income salaried individuals. In addition to lending solutions, our platform offers digital gold savings, credit health products, and other financial wellness solutions.
Founded in 2017 and headquartered in Bengaluru, Olyv leverages AI and ML-powered technology to deliver instant, fully digital credit solutions at scale. With over 13 million users and a presence across 19,000+ pin codes, Olyv is committed to driving financial inclusion and empowering underserved communities.
Our Culture
At Olyv, we are passionate about solving complex customer problems through technology and innovation. We foster a culture of ownership, collaboration, and continuous learning, empowering teams to build world-class products that create meaningful impact. If you thrive in a fast-paced environment and are excited about transforming the FinTech ecosystem, Olyv is the place for you.
Dialer Manager
A Dialer Campaign Manager for Collections is responsible for optimizing outbound calling strategies to maximize debt recovery, ensuring high agent productivity, and maintaining compliance with regulatory standards (e.g., TCPA, DND). They manage the technical configuration of dialer systems (predictive/preview) and analyze data to improve contact rates and Right Party Contacts (RPC).
Key Responsibilities
- Dialer Operations & Strategy: Configure and optimize dialer technology (e.g., Alvaria, Noble, Genesys, Avaya, Ameyo) to manage pacing, dialer logic, answering machine detection, and batch activation.
- Campaign Management: Set up and monitor daily outbound calling campaigns, list uploads, data churning, and call routing strategies.
- Performance Optimization: Track and improve key metrics including Connect %, RPC %, Drop %, Idle Time, and Agent Efficiency.
- Data Management & Reporting: Generate and analyze daily MIS reports to identify performance trends, data anomalies, and opportunities for improvement.
- Compliance Adherence: Ensure all dialer activities follow regulatory compliance rules, such as DND (Do Not Disturb) and Time-band rules.
- Troubleshooting & Support: Act as the primary contact for technical issues (call flow breaks, API failures) and collaborate with IT or vendor partners for quick resolutions.
Required Skills and Qualifications
- Experience: 2–10+ years of experience in core dialer operations, outbound campaign management, or collections technology.
- Technical Knowledge: Proficiency in dialer systems (e.g., Genesys, C-Zentrix, Convox) and SQL/Advanced Excel for data reporting.
- Collections Knowledge: Strong understanding of the loan collection lifecycle and debt recovery processes.
- Analytical Skills: Ability to analyze large datasets to optimize campaign performance and agent scheduling.
- Education: Bachelor’s degree in a relevant field (e.g., IT, Computer Science).
Typical KPI Focus
- RPC%: Right Party Contact Rate
- Connect %: Call connection rate
- Drop %: Dropped call rate
- Agent Utilization: Minimizing idle time.
Commonly Used Systems
- Genesys/Avaya
- Aspect/Alvaria
- Ameyo/C-Zentrix
- SQL / Microsoft Excel
Company
Smartcoin
Bengaluru, India
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