Job Description for Dialer Operation
Designation: Executive/ Sr. Executive Dialer Operations Department: Information Technology Work Experience: Fresher – 2 years Job Profile:
Managing the dialer (system) on a daily basis as per the business requirements. Working in tandem with Ops and CS to achieve the business deliverables set by the client. Ensure all the dialing parameters of the projects are in compliance as per the parameters set by client. Daily data analysis and preparation of daily dialing strategy. Implementation of the dialing strategies and also documentation of the reasons for variations. Daily shift and hours planning with agent staffing. Daily communication with Ops/CS regarding any future shortcomings and health of list. Analyzing performance trends related to business KPI’s like CPH, SPH and contact penetration. Ensuring timely delivery of accurate reports (hourly/agent performance) to operations and concerned departments.
Skill Set required:
Graduate preferably in Science/Computer Science. Excellent analytical skills. Sound understanding of business requirements related to BPO industry. Excellent analytical skills SQL knowledge will be an added advantage. Good verbal and written communication Should have excellent working knowledge of MS OFFICE especially EXCEL and POWERPOINT. Quick learner to grasp new business strategies. Should be willing to work in shifts.