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Job Summary: The Dialer Expert (Manager) is Responsible for the Strategic Planning, Implementation, and Optimization of the Automated Dialing System (Advance List Management) within the Collections Program. This Role Requires Deep Understanding of Dialer Functionalities, Compliance Regulation(s), Collections Strategies, and Data Analytics to Maximize Agent Productivity, Contact Rate(s), and Recovery while Adhering to all Legal and Ethical Standard(s). You will Collaborate Closely with Collections Leadership (On-Shore and Off-Shore), Information Technology, and Compliance Team(s) to Ensure the Dialer Effectively Supports the Objective(s) of the Program.
Essential Duties and Responsibilities:
- Dialer Strategy and Optimization: Develop and Implement Dialer Strategies to Optimize Contact Rate(s), Penetration, and Agent Talk Time while Minimizing Dropped Call(s) and Maximizing Right-Party Contact(s), Continuously Analyze Dialer Performance Metric(s) in and Make Data-Driven Adjustment(s) in Order to Improve the Over-All Efficiency and Effectiveness of the Dialer
- Campaign Management: Design, Configure, and Manage Outbound and Inbound Dialing Campaign(s) Including Call Pacing, Filtering, and Scheduling to Align with Collection Strategies and Priorities; List Management: Oversee the Loading, Segmentation, and Maintenance of Calling List(s), Ensuring Data Accuracy and Compliance with Data Privacy Regulation(s), Implement Strategies for List Prioritization and Recycling to Maximize Contact Opportunities
- Compliance and Regulatory Adherence: Ensure all Dialer Operations Comply with Federal, State, and Local Australia Regulation(s) Including Internal Policies. Implement and Monitor Adherence to Consent Management, Call Recording, and Other Compliance Requirement(s); Performance Monitoring and Reporting: Develop and Maintain Comprehensive Report(s) on Dialer Performance, Agent Productivity, and Campaign Effectiveness, Analyze Trend(s), Identify Area(s) for Improvement, and Present Finding(s) to Collections Leadership
- Testing and Implementation: Conduct Thorough Testing of New Dialer Strategies, Configuration(s), and System Update(s) Before Full Implementation, Monitor the Impact of Change(s) and Make Further Adjustment(s) as Needed; Collaboration and Communication: Work Closely with Collections Manager(s), Supervisor(s), Agent(s), IT, and Compliance Team(s) to Ensure Alignment and Effective Communication Regarding Dialer Strategies, Performance, and Any Related Issue(s); Training and Documentation: Develop and Deliver Training Material(s) and Documentation for Collections Staff on Dialer Usage, Best Practice(s), and Compliance Requirement(s)
- System Configuration and Maintenance: Collaborate with IT to Configure and Maintain the Dialer System, Troubleshoot Technical Issue(s), and Implement System Upgrade(s) or Enhancement(s), Ensure the Dialer Integrates Effectively with Other Collections Technologies and Platform(s); Agent Productivity and Efficiency: Implement Dialer Strategies and Configuration(s) that Empower Agent(s) to Work Efficiently and Effectively, Analyze Agent Performance Data in Relation to Dialer Setting(s) and Recommend Adjustment(s) to Optimize Productivity
Minimum Hiring Qualifications:
- Bachelor's Degree (Business Administration, Information Technology, and Other Related Field) or Equivalent Experience - 2 Year(s) Minimum of Experience Managing and Optimizing Automated Dialing System(s) (Such as Advance List Management, Aspect, Genesys, Five9, and Noble System(s)) within a Collections Setting and/or Environment, Experience and Background with Call Recording System(s) and Quality Monitoring Process(es)
- Deep Understanding of Collections Process(es) Strategies, and Performance Metric(s), Strong Knowledge of Australia Regulation(s) Governing Telephone Communication(s), Proficiency in Data Analysis and Reporting Tool(s) (Such as Microsoft Excel, SQL, and CRM Reporting), Ability to Work Independently and Collaboratively in Fast-Paced Working Environment, Excellent Analytical, Problem Solving, as well as Decision Making Capabilities, Strong Communication, Interpersonal, and Presentation Skills
- Preferred Qualification(s): Knowledge with Advance List Management (ALM) as a Dialer Platform, Experience with Predictive, Progressive, and Preview Dialing Mode(s), Knowledge of Scripting and Workflow Automation within Dialer System(s), Certification(s) Related to Call Center Technology or Call Center Compliance is an Advantage But Not Required or Mandatory for the Role
Get Hired and Enjoy the Following:
- Interact/Collaborate and Learn from Industry Experts
- Multiple Opportunities for Learning and Development
- Enjoy a Fun - and Competitive Working Environment
Work Location: Concentrix UP Ayala Technohub
