TM-Dialer Admin-Coll RetTM-Dialer Admin-Coll Ret Tel-B

Job Description

The dialler administrator is responsible for operating predictive dialler technology for Inhouse call center, support dialer data analysis, implement best practices to increase the connect rate, monitor agent hygiene and improve overall dialing efficiency. The role will require the administrator to manage multiple dialler campaigns(all products) simultaneously. The duties are primarily split into four sections:

Pre Calling

Conduct a series of checks to ensure that the dialler has received the correct allocation accounts and the configuration for the day is correct. Decide the product wise dialing plan for the day as per actual ACR.

During Calling

Optimally pace the dialler to ensure that calls are delivered to collectors at the appropriate speed, together with identification and resolution of any issues which would impair the ability to deliver. Track every 2-3 hour the dialing input metrics and change the dialing plan accordingly.

Post Calling

Validation that the predictive dialler campaigns have delivered as per strategy. Deliver end of day reporting as and when required and plan for next days calling on all unpaid accounts.

Reconfiguration

Apply agreed changes to the dialler configuration as per the agreement with center manager/supervisors in preparation for calling activities on future dates.