IDFC FIRST Bank—Dialer Manager-Cross Sell eBranch

Job description

Description: Job Requirements About the Role The Dialer Manager – Cross Sell eBranch is responsible for overseeing the daily operations of the inbound/outbound call center dialer system. This role ensures real-time management of dialer functionalities, database uploads, and telecom line optimization to maximize customer connectivity and agent productivity. The position plays a critical role in enhancing campaign performance and operational efficiency within the Retail Asset business. Key Responsibilities Primary Responsibilities - Manage the end-to-end functionality of the outbound call center dialer in real time. - Upload and manage customer databases within the dialer application. - Monitor and optimize database tables based on campaign connectivity performance. - Analyze pacing ratios to control agent idle time and reduce call drop-offs. - Manage telecom infrastructure by recommending and switching between GSM, PRI, and SIP lines to enhance connectivity and efficiency. Secondary Responsibilities - Utilize advanced dialer features to improve customer connectivity rates. - Analyze call patterns to identify peak and non-peak hours, optimizing campaign scheduling for maximum reach. What We Are Looking For Education - Bachelor's degree in a relevant field is preferred. Experience - Proven experience in managing outbound dialer systems and telecom infrastructure. - Experience in a call center or customer service environment is highly desirable. Skills and Attributes - Strong team player with excellent collaboration skills. - Demonstrated technical proficiency in dialer and telecom systems. - Ability to analyze data and optimize operational performance. - Effective time management and real-time decision-making capabilities. Skills: outbound dialer management, telecom infrastructure optimization, database management, call center operations, data analysis, campaign performance optimization, pacing ratio analysis, opportunity management, real-time data, campaign management, sales funnel management, customer service, customer experience, crm utilization, personal branding, idle, problem solving, learning agility, customer acquisition strategy, customer segmentation, crm systems, financial products, developing people, lead generation, quality assurance, communication & influence, negotiation skills, sales target tracking & reporting, digital literacy, market analysis