Assistant Manager

4 days ago

Pune, Maharashtra, India EXL Full time
Description
  • The candidate will have a strong personality and experience managing call center technology and in workforce management, the ability to think outside the box is crucial. Must be a team player with strong interpersonal skills
  • Develop and optimize staffing resources
  • Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
  • Understand technology systems and create viable dialing campaigns to achieve departmental objectives
  • Partner with business leaders to develop new functionality to improve the borrower and agent experience
  • Collaborate with internal and external partners to maximize the achievement of business goals
  • Lead and mentor team members in building out the Analytics function completing required training and certifications
  • Work collaboratively with regional and global partners in other functional units; ability to navigate a complex organization
  • Excellent project management and organizational skills and capability to handle multiple projects at one time
  • Proficient in MS Office applications (Excel, Word, PowerPoint)
  • Knowledge in area of focus
  • Nice to have – First-hand experience in US consumer collections operations
Responsibilities
  • Responsible for daily management of the phone system including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center
  • This role will also be providing compliance guidance when running outbound campaigns
  • Responsible for all aspects of campaign management and strategy. As a Dialer Operations will use cutting-edge technology to monitor, analyze, and take action to achieve penetration goals
  • Ensure adequate staffing levels and minimize organizational risks.
  • Perform daily uploads, downloads, and importing
  • Ensure and document outbound dialer activity
  • Analyze dialer-output data to identify potential problems and issues
  • Run payment report regularly
  • Create and update dialing campaigns filter, list strategies, and reports
  • Monitor and adjust the performance of the dialer systems
  • Responsible for all aspects of the call center technology platform including conversational IVR, cloud-based contact center solutions, workforce management, and outbound dialing/campaign management
  • Responsible for team member schedules to endure all intervals during business hours are staffed to support expected call volumes
  • Configuration of new campaigns: creation, user profiles, worksheets, etc
  • Provide guidance on compliance awareness such as DNC, States laws, TCPA (Cells Phones), GDPR, FDCPA, other Federal Laws, California Privacy Act, etc.
  • Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS
Qualifications

Graduate. Minimun of 2 yrs in the current role

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