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Dialer Expert - Assistant Manager

Job Description

Job Description:

  • Minimum of 3 years dialer administrator experience (Asterisk-based dialer would advantageous)
  • Minimum of 3 years experience in the interpretation of call centre analytics.
  • Proven record of formulating strategies and ability to effectively analyze business data
  • Experience in efficiently managing Internal IT Systems /Desktop environment
  • Proficient at MS Office.
  • Knowledge of dialer management/ownership and scenario-based capacity planning for outbound
  • Experience in developing and implementing strategic dialer projects that bring about system/operational efficiencies
  • Knowledge of Active directory
  • Licenses allocation and management
  • Knowledge of SIP/PRI management and integration.
  • Little knowledge of Network and Firewall.
  • Understanding of MY SQL Database
  • The overall experience between 3-5 Years

Roles and Responsibilities
This position will be responsible for monitoring managing Call Centre and Internal IT Team and Team Managers with the operation of all support systems. The Dialer Expert shall be responsible for recommending, supporting, and implementing departmental initiatives for both the front and back end operations.

  • Manage the PAN India Dialer specific Network along with the Internal IT team
  • Responsible for day-to-day monitoring of predictive dialer system, calling lists imports, and job statics.
  • Monitor closely with the lines of business and the rest of the strategy team to meet service level objectives and ensure consistent, accurate reporting and compliance within all call center groups.
  • Monitors outbound and inbound associate performance and offers recommendations in support of all groups.
  • Proactively works with all areas of collections to identify opportunities to apply new workforce strategies.
  • Completes daily Quality Assurance monitoring of all call center queues.
  • Leverages the collections data to analyze strategies, recommend improvements, and identify defects and/ or areas for concern. Other duties as required

Education/Experience

About the Company

  • Company Name: Recruitment Specialist ~ Shakib Raza
  • About the company: This is Shakib Razaworking with Zigsaw as a Recruitment Specialist. I specialise in recruitment for roles at Zigsaw. If you are looking for Jobs in the above domain OR for any query related to the above Job, kindly reach to me on Call and WhatsApp at 8955366806 OR E-mail your resume at Shakib@zigsaw.in

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