Contact Center Manager

5 days ago

Nalgonda, India Cipher7 Full time

Job Title: Contact Center SME – Auto Dialer Implementation (Collection Department) Location: Papua New Guinea Full Time Initial 2-3 months- travels to PNG after that Remote working from India PNG shift (3.30 am IST onwards). About the Role: We are looking for a Subject Matter Expert (SME) in Contact Center Technologies to lead the implementation of an Auto Dialer system for the Collections Department of a bank. The ideal candidate will have deep expertise in outbound contact center solutions, predictive dialing strategies, compliance-driven collections processes, and AI-based automation. Key Responsibilities: • Lead the implementation of an Auto Dialer system (Predictive, Progressive, and Preview dialing modes) for collections operations. • Ensure seamless integration with the bank’s CRM, collections, core banking systems, and payment processing platforms. • Design and optimize campaign management strategies, including call prioritization, segmentation, and agent workflows. • Ensure compliance with TCPA, FDCPA, GDPR, and other banking regulations related to outbound calling. • Define and implement dialer performance KPIs, including connect rates, agent occupancy, and right-party contact (RPC) rates. • Work with AI-driven analytics and voice bots to enhance automated debt recovery and reduce agent workload. • Oversee agent scripting, call disposition management, and automated follow-up processes. • Ensure workforce management (WFM) alignment to optimize agent productivity and call load balancing. • Collaborate with IT, vendors, and business stakeholders to ensure a scalable and efficient dialer deployment. • Monitor dialer performance and optimizealgorithms for better efficiency and regulatory adherence. Required Skills & Experience: • 5+ years of experience in contact center and auto dialer implementation within banking or financial services. • Hands-on expertise with Auto Dialer solutions (Genesys, Avaya, Cisco, Five9, Aspect, NICE, or equivalent). • Strong knowledge of predictive, progressive, and preview dialing modes. • Experience with collections operations, debt recovery strategies, and compliance-driven calling processes. • Understanding of speech analytics, AI-powered call automation, and self-service solutions. • Deep expertise in campaign management, call flow design, and outbound call center optimization. • Knowledge of multi-country, multi-currency collections processes. • Experience in data analytics, reporting, and dialer performance optimization. • Strong project management and stakeholder management skills. Preferred Qualifications: • Certifications in Genesys, Avaya, Cisco, Five9, Aspect, or NICE dialer systems. • Experience in AI-driven conversational bots and automated debt collection solutions. • Background in compliance frameworks for outbound collections.

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