WFM Dialer Manager

Job Title:

WFM Dialer Manager

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and Key Responsibilities:
Dialer System Management:
1) Oversee and manage the dialer system, including its configuration, maintenance, and troubleshooting.
2) Implement and refine dialing strategies to enhance contact rates and maximize agent utilization.
3) Monitor dialer performance and identify improvement opportunities related to call pacing, abandonment rates, and dialing algorithms.
4) Collaborate with IT and dialer vendors to resolve technical issues and facilitate system upgrades.
Campaign Management:
1) Partner with campaign managers to create dialing plans and strategies aligned with campaign goals and objectives.
2) Set up and maintain campaign parameters within the dialer system, including calling lists, scripts, and call outcomes.
3) Track campaign performance metrics and make data-driven adjustments to optimize results.
4) Ensure adherence to relevant regulations and guidelines, such as Do Not Call (DNC) regulations
Team Supervision:
1) Lead and manage a team of dialer administrators, coordinators, or analysts.
2) Provide training, coaching, and guidance to team members on dialer system usage and best practices.
3) Conduct performance evaluations, set goals, and create career development plans for team members.
4) Promote a positive work environment, encourage teamwork, and address performance or disciplinary issues effectively.
Reporting and Analytics:
1) Generate routine reports on dialer performance, campaign outcomes, and key metrics.
2) Analyze data to provide insights that support decision-making and foster operational improvements.
3) Identify trends, patterns, and opportunities for process optimization and efficiency enhancements.
4) Collaborate with stakeholders to create and implement action plans based on data analysis.
Continuous Improvement:
1) Stay informed about industry trends, dialing technologies, and best practices.
2) Propose and execute process enhancements to boost dialer performance and operational efficiency.
3) Identify opportunities for automation and integration with other systems to streamline workflows.
4) Engage in cross-functional projects and initiatives to enhance overall call center effectiveness.
Regulatory Compliance :
Comply with the regulations set forth by the regulatory compliance bodies in various countries. Ex :- Fair Debt Collection Practices Act/ Telephone Consumer Protection Act (USA), Canadian Radio-television and Telecommunications Commission (Canada), Financial Conduct Authority (UK), Australian Communications and Media Authority (Australia), Telecom Regulatory Authority of India/ Reserve Bank of India/ Insurance Regulatory and Development Authority of India (India)

Key Skills and knowledge:
1) Experience managing Workforce Management (WFM) personnel.
2) Work collaboratively with Human Resources, Recruiting, and Training teams to coordinate the hiring and onboarding of new employees.
3) Conduct workforce simulations to advise on the impact of business strategies within contact centers.
4) Demonstrated experience in process improvement, change management, and achieving overall operational excellence.
Excellent presentation and communication skills.
1) Ability to multitask, maintain attention to detail, and exhibit strong project management and organizational skills.
2) Proficiency in Excel, SQL, Access, and dialer tools; capable of organizing/analyzing and implementing requirements on dialer systems (including database administration, pivot tables, SQL queries, etc.).
3) Minimum of 8 years of experience in outbound business operations.
4) Strong leadership capabilities with the ability to motivate, develop teams, and build high-performing groups.
5) Strong quantitative and analytical skills.
6) Willingness to work in a dynamic 24/7 environment.

Qualification : Graduate / Diploma/10+2

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

IND Gurgaon - Bld 14 IT SEZ (GST)

Language Requirements:

Time Type:

Full time

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