SME Auto Dialer System

13 hours ago

Gurgaon, Haryana, India Multicloud4U® Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Title: SME Auto Dialer System

Experience: 4+ Years

Location:
Papua New Guinea

● 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.

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