SUMMARY:
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POSITION INFO:
• Analyze customer demographic and data trends to provide the intelligence behind future contact strategies.
• Analyze and manage the consumption of sales lead data processed via the dialer management system across multiple outbound campaigns, to optimize
usage and increase revenue.
Manage Dialer requirements and strategies requested by the Business clients.
• Coordinating the dialer campaign setup
• implement best practice management of dialer functions,
• real-time monitoring,
• provide analytic reports and performing data analysis on campaigns for trends.
• Act as the first liaison of support for downtime and issues experienced by business clients.
• Manage all operational aspects of the dialer system, including uploading of data and setting filters to optimize performance.
• Optimize the efficiency and cost of data Analyze sales data to produce campaign intelligence that will help shape the dialer strategy, to improve
performance and revenue.
• Analyze customer demographic and data trends to provide the intelligence behind future contact strategies.
• Optimal use of the Hosted Contact Centre (HCC) technology and dialer related resourcing
• Manage the HCC to enable effective execution of the credit risk-driven collection strategies.
• Monitor the performance of outbound collection and telemarketing strategies deployed, and on an ongoing basis, execute challenger strategies with
associated processes and procedures.
• Optimize customer contact effectiveness while maintaining inbound and outbound targets and service level achievements.
• Develop and implement information dashboards to support the monitoring of operational performance.
• Produce and analyze dashboards and reports,
• identifying trends and communicating findings to the management team key responsibilities
• Create daily outbound calling campaigns based on departmental collections and telemarketing strategies to optimize collection and “sales”
performance.
• Continuously monitor all call centre inbound volumes and outbound campaigns to ensure optimal resource allocation throughout the day.
• Achieve desired penetration and contact rates on outbound campaigns, which are necessary to meet departmental targets.
• Communicate department results in scheduled dashboards and reports distributed regularly to the management team and provide recommendations
based on the analysis performed.
• At a campaign level, provide daily analysis of inbound and outbound performance and service level reports.
• Assist all Operations Managers with resource planning for their respective areas to ensure that efficiency targets are met Demonstrate a strong
understanding of dialer metrics and functionality by producing ad hoc reports for further statistical analysis and communicate findings and/or
recommendations to the leadership team.
• Communicate effectively with all levels of management and those responsible for dialer maintenance, specifically concerning technical issues and
system performance concerns.
• Leverage dialer reports and collections call data to better analyze calling strategies, as well as identify concerns and recommend improvements to
outbound dialing strategies.
• Proactively partner with all Call Centre Management to identify new calling and treatment strategies.
• Demonstrate a strong understanding of inbound/outbound goals and reporting as it relates to the dialer.
• Liaise with third parties/dialer providers to maximize the understanding of dialer functionality and identify potential strategy enhancements.
• Deliver technical assistance to agents by troubleshooting system issues and providing ongoing maintenance updates.
• Work closely with process owners and coordinate the analysis, design, development, and implementation of new operational reports while tracking
usability and fine-tuning as appropriate
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