Job Description:

As a Dialer Executive at indiagold, you will play a crucial role in ensuring the smooth operation and optimization of our dialer systems. Your primary responsibility will be to monitor dialers end-to-end, ensuring efficiency, compliance, and performance standards are met. You will work closely with cross-functional teams to identify areas for improvement and implement solutions to enhance our dialer operations.

Key Responsibilities:

• Monitor dialer systems to ensure uninterrupted operation.
  

• Identify and troubleshoot any issues or discrepancies in dialer performance.
  

• Monitor dialer metrics such as call volume, connect rates, and agent productivity.
  

• Analyze dialer performance data to identify trends and areas for improvement.
  

• Collaborate with IT and operations teams to implement optimizations and enhancements.
  

• Conduct regular testing and quality assurance to ensure optimal dialer functionality.
  

• Ensure compliance with regulatory requirements and company policies.
  

• Monitor dialer campaigns for adherence to legal and ethical standards.
  

• Implement safeguards to protect customer data and privacy.
  

• Generate regular reports on dialer performance and effectiveness.
  

• Provide insights and recommendations based on data analysis to drive continuous improvement.
  

• Track key performance indicators (KPIs) and metrics related to dialer operations.
  

• Provide training and support to dialer operators and agents.
  

• Develop training materials and documentation on dialer best practices.
  

• Offer guidance and assistance to ensure smooth operation of dialer systems.
  

• Proactively identify opportunities for process improvement and automation.
  

• Implement solutions to enhance dialer efficiency, reliability, and performance.
  

Requirements

• Bachelor's degree in computer science, information technology, or a related field.
  

• Previous experience in a similar role, preferably in a call center or customer service environment.
  

• Proficiency in dialer systems and software, with experience in monitoring and optimizing dialer performance. Experience and knowledge of Ameyo and Tekinfo would be preferred.
  

• Strong analytical skills with the ability to interpret data and identify actionable insights.
  

• Excellent communication and collaboration skills, with the ability to work effectively across teams.
  

• Knowledge of regulatory requirements and compliance standards related to dialer operations.
  

• Proactive mindset with a focus on continuous improvement and innovation.