Dailer Analyst

Job Description for Dialer & MIS Executive Collections

Job Summary:

We are seeking a detail-oriented and technically skilled Dialer and MIS Executive to join our Collections Operations team. The ideal candidate will be responsible for managing outbound & Inbound dialing systems and monitor the dialer platform, ensure compliance with dialling strategies, and analyze data to improve contact rates and overall campaign effectiveness and supporting the collections team with insights that drive decision-making processes.

Key Responsibilities:

- Configure, monitor, and optimize outbound campaigns using the dialer platform (e.g., Aspect, Genesys, Avaya, NICE).
- Schedule and load call lists based on campaign requirements and business rules.
- Monitor real-time performance, adjust pacing strategies, and troubleshoot system issues.
- Ensure compliance with regulations (e.g., Do Not Call, TRA) and internal dialing policies.
- Coordinate with IT and vendors for system maintenance and upgrades.
- Create dashboards, performance tracking reports, and detailed analyses for the collections team.
- Provide real-time insights to improve collections efficiency and optimize strategies.
- Support management by providing analytical insights on debt recovery, delinquency trends, and customer payment patterns.
- Collaborate with the collections and finance teams to develop forecasting models and support decision-making.
- Automate report generation processes to improve accuracy and efficiency.
- Assist in the preparation of monthly, quarterly, and annual performance reviews.
- Collaborate with cross-functional teams including Finance, and Customer Support to streamline data flow and improve processes.

Qualifications & Skills:

- Bachelor's degree in data science, Finance, or related fields.
- Proven experience (2-4 years) in dialer operations and analytics in a contact centre or collections environment, preferably within Real Estate, Banking, or Collections Operations.
- Strong proficiency in Excel, SQL, and data visualization tools (e.g., Power BI, Tableau).
- Strong analytical thinking and problem-solving skills.
- Knowledge of dialer platforms such as Aspect Unified IP, Genesys, Avaya, or NICE is required.
- Knowledge of Salesforce dashboards and report generation.
- Strong communication and presentation skills.
- Ability to work under pressure and meet deadlines.
- Hands-on experience in data modelling, trend analysis, and forecasting techniques.

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