02/09 Kanika
HR Manager at 1point1 Solutions Ltd

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1point1 Solutions - Dialer Analyst (2-6 yrs)

Mumbai/Navi Mumbai Job Code: 487342

Job Description :

Dialer Management :

- Handling day to day operations & 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 & Scheduling system maintenance & new initiative deployment, with the assistance of technologies, to ensure little- To- No 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 non- core activities on a real- time basis to ensure up to date intra- day forecasts and accuracy in shrinkage calculations.

- Creating Call tables and generating the daily reports of the utilization of a database

MIS & Analytics :

- Drive Business Analytics & building models for campaigns & 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 & Monthly reporting (From campaign standings, Reconciliation, Dashboards, Incentives) etc

- Suggest feedback/observations and cost effective techniques for improving service standards

Accountabilities & Activities:

- Pro- active approach in co- ordination, planning and teamwork.

- Initiatives to identifying business gaps & for continuous improvement in persistency

- Highly focused team member and results- oriented in supporting complex, deadline- driven 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 & 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 to enhancing business volumes/growth and achieving profitability norms

Preferred Skill Set :

- Day- to- day Dialer management (Agent, Campaign, Report, Recording & Problem Knowledge of advanced Excel Skills to develop & automate reports/dashboards (Must)

- Flexible in timings

- Drive for high achievement

- Eagerness for learning new processes and systems

- Pro- active approach in issue resolution

- Focused outlook for achieving results

- Good Analytical and interpersonal skills

Women-friendly workplace:

Maternity and Paternity Benefits

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