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
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)