Dialer Associate

  • Cashalo
  • Quezon City, Philippines
  • 25/11/2021
Full time Other

Job Description

Key Accountabilities:

  • Dialer Strategy Execution
  • Dialer Administration
  • Workforce Management

Job Responsibilities:

  • Set up campaigns in Ameyo based on the agreed parameters.
  • Create and upload dialer lead list.
  • Pace the campaign appropriately for the data and monitor continuously for lowest average wait and lowest drop rate.
  • Monitor Campaign and Agent Efficiency.
  • Create, update and deactivate users as required in Ameyo.
  • Understands general dialing and compliance requirements.
  • Interval and End of day performance report generation.
  • Attends to all relevant dialer correspondent and requests.
  • Conduct bi-weekly health check on campaign setups.
  • To perform other related admin tasks as necessary from time to time.
  • Provide assistance as directed on adhoc projects.
  • Assist in creating the monthly schedule and break times of operators.
  • Optimized staffing per Interval.
  • Executing schedule adherence for the process and escalating deviation to Collection Team on real time basis. Informing Collection Team of mitigation plans, managing exceptions and overtime requirement.
  • Managing of Dialer/CRM integrations through coordination with third party supplier and internal stakeholders.
  • Handling of competing priorities with BAU Dialer and Improvement Projects.
  • Will act as a Primary Change Agent to improve Collections Efficiency

Qualifications:

  • Candidate must possess at least 4 years finished of any course.
  • At least an Assistant Manager/Supervisor handling Dialer.
  • Enabled Collections Campaigns and capable of handling both operational and strategic tasks.
  • Preferably with working experience on interval performance reporting and real time management, staffing and schedule forecasting.
  • Preferably with experience in managing dialer-enabled Collection Campaigns from local banks, FinTech, Collection Agencies and other Financing Companies
  • Knowledge in the management of call leads using various ACD/dialer presets (predictive, progressive, and/or preview)
  • Amenable to work in Bridgetowne IT Park, Quezon City. (During onsite operations; currently on a WFH set-up)