Dialer Manager

1 week ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 5,00,000 - ₹ 12,00,000 per year

About the Job

Were searching for a Dialer Manager to be responsible for the support of enterprise Dialer, SMS, and IB routing intraday configuration and administration. This position resides within the Collections Strategy & Performance Management Team and supports the Collection and Recovery departments.

The Dialer Manager will assist in managing key Collections & Recovery initiatives including in-house and vendor placement strategies. This role will also interface on occasion with other department operations, daily operations review, and audit/compliance staff.

As Dialer Manager, You Will

  • Be responsible for the development and deployment of performance monitoring dashboards and skills assessment reporting in collaboration with other members of the Strategy Analytics Team and CDO.
  • Support weekly/monthly adjustments to align with new and changing collection strategy configuration.
  • Engage collaboratively with our Strategy, IT, Audit, and CDO teams to deliver upon assigned tasks.
  • Support all projects that directly involve dialer support.
  • Monitor daily strategy performance by using existing reports and collaborating with the Contact Strategy team, and suggest new approaches to accomplish KPI goals set out by Strategy and Analytics.
  • Review and update dialer settings to optimize dialer performance.
  • Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.
  • Assist in the development of other team members and provide day-to-day mentoring and guidance as requested by leadership.
  • Collaborate cross-divisionally to achieve a seamless customer experience; this includes supporting other departments as necessary to meet the business needs.

As Dialer Manager, You Need

  • Bachelor''s degree in Business Administration, Accounting, Economics, Finance, or related experience.
  • 5+ years of relevant experience in Dialer Operations or Dialer Administration within Financial Services, or related areas.
  • Automotive Finance industry background is a plus.
  • Experience supporting telephony and ALM platforms preferred.
  • The ability to make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
  • Exceptional listening and communication skills to effectively convey written and verbal information.
  • Strong PC skills; Microsoft Access, Excel, Word, and PowerPoint.

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