Hiring for Dialer Analyst - Dialer &amp MIS (dialer Management) in Navi Mumbai, for Exp. 2 - 6 yrs at One point one Solutions private limited.

  • Esteemed client of Orion TrueTech Services India
  • Mumbai, Maharashtra, India
  • Mar 13, 2018
Full time Sales and Marketing Jobs

Job Description

Job Description:Dialer Management: Handling day to day operations &amp amp amp administration for dialer activities. (Includes Campaign building, filters, strategies, reports etc.) Assigning Resource Group, Numbering Plan, DNIS Setting, and External Filters for using Gateway Configuration Exposure to On Call and Remote support to provide complete coverage. Responsible for ensuring Dialer functions meet compliance requirements Carry out in depth analysis of calling lists and identify the best times to call and do necessary changes to optimize contact rates Planning &amp amp amp Scheduling system maintenance &amp amp amp new initiative deployment, with assistance of technologies, to ensure littleToNo impact to operations productivity Monitor Dialer performance against agreed SLA RTA this includes monitoring PRI lines, agents, utilization and compliance. Monitoring campaign and agent statistics, controlling abort rate and idle rate Generating maximum agent utilization and contact per hour, per download and per dial metrics Accurately collating of all core and noncore activities on a realtime basis to ensure up to date intraday forecasts and accuracy in shrinkage calculations. Creating Call tables and generating the daily reports of utilization of database MIS &amp amp amp Analytics: Drive Business Analytics &amp amp amp building models for campaigns &amp amp amp business. Produce the standard and complex daily, weekly, monthly reports to cover key areas like agent headcount, rewards, SPH, TAT, AHT, CPH, RPH, call dispositions and dashboards Ensuring the value added reports on root cause analysis of SL performance, staffing, agent utilization and seat utilization Preparing schedules for employees, Leave vacation planning, Shrinkage, etc Assess risk levels for the portfolios across different segments Process and analyze raw data, forecast conclusions and develop recommendations Daily, Weekly &amp amp amp Monthly reporting (From campaign standings, Reconciliation, Dashboards, Incentives) etc Suggest feedback/observations and cost effective techniques for improving service standards Accountability: Proactive approach in coordination, planning and teamwork. Initiatives to identifying business gaps &amp amp amp for continuous improvement in persistency Highly focused team member and resultsoriented in supporting complex, deadlinedriven operations, able to identify goals and priorities and resolve issues in initial stages Team Player with excellent interpersonal, communication, analytical and planning skills with proven abilities in client relationship management &amp amp amp Analytics Developing Standard Operating Procedures (SOPs) as per internal Operations and specified requirements Handling process / procedure changes/improvements and ensuring optimal utilization of resources Flair for formulating and implementing tactical strategies and contributing towards enhancing business volumes / growth and achieving profitability norms Preferred skills: Day- to- day Dialer management (Agent, Campaign, Report, Recording &amp amp amp Problem Knowledge of advanced Excel Skills to develop &amp amp amp automate reports/dashboards (Must) Flexible in timings Drive for high achievement Eagerness for learning new processes and systems Proactive approach in issue resolution Focused outlook for achieving results Good Analytical and interpersonal skills