EXL·16 days ago
16 days ago
Manager WFM Dialer
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About this role
- 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
Company
EXL
Delhi NCR, India
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