About the Role
The Dialer Specialist is responsible for preparing and uploading the calling list to the campaigns of dialer and making sure the dialer is working as programmed.
How you'll contribute
- Upload list of qualified accounts for Dialer calling, Voiceblast based on approved schedule and coordination with Outbound Team Leaders.
- Adjust dialer settings to adhere to collections workflow and strategies based on business requirement.
- Monitor dropped calls and abandon rates daily and propose adjustments to the dialer and call lists accordingly.
- Perform troubleshooting if any issues occur in the dialer, which may include coordination with the outbound and inbound calls teams.
- Analyze dialer-output data to identify potential problems/issues with dialer performance and find resolutions.
- Develop and propose strategies to improve dialer performance, solve issues and minimize potential threats, and report to the Dialer Unit Head regularly regarding these items.
- Propose improvements to the collections process to the Dialer Unit Head, to increase Call Agents productivity and efficiency.
- Generate reports from different digital channels
What we're looking for
- 2 to 3 years of relevant experience in dialer operations, reporting, workforce analytics, or a similar role.
- Strong analytical and reporting skills with the ability to interpret data and provide actionable insights.
- Advanced proficiency in Microsoft Excel; knowledge of SQL and Python is an advantage.
- Experience in report generation, data analysis, and performance monitoring.
- Familiarity with telephone systems, dialer platforms, and related call center technologies.
- Experience in digital campaign monitoring, digital channel reporting, and SMS report generation.
- Flexible and willing to work on shifting schedules based on call center operational requirements.
About Security Bank
Security Bank is one of the Philippines best capitalized private domestic universal banks.
Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes World's Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): YOU matter.
Start your BetterBanking career with us today.
